"Australian operators will have to rethink their mobile approach as the 4G market enters maturity and data volume becomes a secondary customer priority."
This report focuses on aspects of the Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Australia. It focuses on respondents’ usage of mobile services and devices, satisfaction with their services and churn, as well as over-the-top (OTT) and digital economy usage trends.
THIS REPORT ANSWERS THE FOLLOWING QUESTIONS:
- What are the drivers of mobile customer experience? How do they vary by operator?
- What key factors influence consumers’ intention to churn? How have consumers’ priorities been evolving?
- How strong are operators as smartphone sales channels and how does this relate to consumers’ choice of tariffs?
- What is the relationship between data usage and spend?
- Which OTT communications apps are used most in Australia?
- What are the main payment mechanisms, devices and product categories for ecommerce in Australia?
Survey data coverage:
The research was conducted between August and October 2017. The survey groups were chosen to be representative of the mobile-Internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country.