4Q 2005 US Household Internet Service Provider (ISP) Market and Customer Satisfaction Report
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1 Brochure More information from 4Q 2005 US Household Internet Service Provider (ISP) Market and Customer Satisfaction Report Description: This report offers both a number of snapshots of the US home ISP marketplace as well as detailed customer satisfaction profiles for the major competitors. This report details the US home internet access provision market, estimates customers and revenues overall and by the estimated twenty largest suppliers of home internet access services. In adddition, customer satisfaction is evaluated on nine standard indicators and one open-ended question for each by a sub-sample of each supplier's own customers. We base the reports primary findings on the survey it conducted with 2037 US residents with home internet access during November and December The market and customer satisfiaction competitive intelligence information in this report will be valuable to any firm engaged in this space or considering it. Contents: 2006 US HOUSEHOLD ISP MARKET AND CUSTOMER SATISFACTION REPORT REPORT OVERVIEW US HOUSEHOLD INTERNET ACCESS PROVISION MARKET SIZE AND SHARE BY ISP KEY FACTORS IN CHOOSING AN INTERNET SERVICE PROVIDER CUSTOMER SATISFACTION CUSTOMER RETENTION DRIVERS INTERNET SERVICE PROVIDER CUSTOMER SATISFACTION PROFILES Service Provider Profile: Adelphia Service Provider Profile: Alltel Service Provider Profile: AOL Service Provider Profile: AT&T (now merged with SBC) Service Provider Profile: BellSouth Service Provider Profile: Cable One Service Provider Profile: Charter Service Provider Profile: Comcast Service Provider Profile: Cox Service Provider Profile: EarthLink Service Provider Profile: Frontier Service Provider Profile: Juno Service Provider Profile: MSN Service Provider Profile: NetZero Service Provider Profile: Optimum Service Provider Profile: PeoplePC Service Provider Profile: Road Runner Service Provider Profile: SBC Communications (now merged with AT&T) Service Provider Profile: Verizon Service Provider Profile: Yahoo! TABLE 1: ESTIMATED MONTHLY AVERAGE SPEND, ESTIMATED CUSTOMER SHARE, ESTIMATED NUMBER OF CUSTOMERS, ESTIMATED SHARE OF SPEND, AND ANNUAL REVENUES FOR 20 LARGEST US HOUSEHOLD INTERNET SERVICE PROVIDERS (SOURCE: SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005, AND ESTIMATES BASED ON US CENSUS FIGURES) TABLE 2: AVERAGE MONTHLY SPENDING, CUSTOMER SHARE, AND SPEND SHARE BY TYPE OF INTERNET CONNECTION (SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005) TABLE 3: MOST IMPORTANT CRITERIA FOR SELECTING AN INTERNET SERVICE PROVIDER OVERALL, BY DIAL- UP CUSTOMERS ONLY, AND BY HIGH-SPEED CUSTOMERS ONLY (SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005) TABLE 4: OVERALL SATISFACTION WITH CURRENT ISP, AVERAGE MONTHLY SPEND, AND COST SATISFACTION FOR EACH OF THE LARGEST US HOME INTERNET SERVICE PROVIDERS (SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005) TABLE 5: CUSTOMER RETENTION LIKELIHOOD FOR EACH OF THE LARGEST US HOME INTERNET SERVICE PROVIDERS (SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005)
2 FIGURE 1: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, STORAGE IMPORTANCE AND SATISFACTION LEVELS OVERALL (SURVEY OF 2037 US HOME INTERNET USERS, Q4 2005) FIGURE 2: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH ADELPHIA FIGURE 3: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH ALLTEL FIGURE 4: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH AOL FIGURE 5: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH AT&T FIGURE 6: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH BELLSOUTH FIGURE 7: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH CABLE ONE 20 FIGURE 8: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH CHARTER FIGURE 9: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH COMCAST FIGURE 10: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH COX FIGURE 11: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH EARTHLINK FIGURE 12: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH FRONTIER FIGURE 13: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH JUNO FIGURE 14: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH MSN FIGURE 15: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH NETZERO FIGURE 16: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH OPTIMUM FIGURE 17: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH PEOPLEPC FIGURE 18: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH ROAD RUNNER FIGURE 19: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH SBC COMMUNICATIONS FIGURE 20: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH VERIZON FIGURE 21: RELIABILITY, SPEED, EASE-OF-USE, ANTI-VIRUS, TECHNICAL SUPPORT, ANTI-SPAM, LOW COST, CONTENT FILTERING, AND STORAGE IMPORTANCE AND SATISFACTION WITH YAHOO! Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8,
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