target audience: TECH SUPPLIER Publication date: Sep 2024 - Document type: IDC Survey - Doc Document number: # EUR252578424
Highlights from the IDC European Consumer Telecoms Survey, 2024
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Abstract
This IDC Presentation is based on results from IDC's 2024 European Consumer Telecoms Survey, conducted in June 2024.
In this presentation, we profile European mobile consumers, examining their usage patterns for mobile services, preferred methods for obtaining information about these services, and the key factors influencing their choice of mobile service providers. Additionally, the presentation identifies the current mobile service providers in various European countries and explores the drivers of customer satisfaction and retention, offering actionable insights into optimizing the customer engagement approach.
Key areas covered in this presentation include:
- How tech savvy are consumer customers?
- Which type of consumer contract is most prevalent? Who typically pays the bill?
- What mobile services and devices are included in the consumer bill?
- Where do customers seek information about mobile services offerings?
- What are the selection criteria for a mobile service provider?
- Which features of a mobile service contract are most appealing for customers?
- What channels do customers prefer for communication with their mobile service provider?
- How satisfied are consumer customers with their mobile service provider?
- How satisfied are consumer customers with specific aspects of the service?
- What are the main indicators of consumer loyalty?
- Profile of customers that are most likely to switch to another mobile service provider in next two years
- Who are key mobile service providers in main European markets?
This research highlights key trends in consumer behavior across the European telecom market and the factors influencing their level of satisfaction with mobile providers. This information could be used by telecom operators to better align their offerings with consumer needs and expectations, ultimately enhancing customer loyalty.