4 keys to shaping quality of experience

Consumer Research Study

Four Keys to Shaping Quality of Experience

September, 2015

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Consumer Survey

• Independent online survey conducted by Hot Telecom and sponsored by Amdocs (Q1 2015)

• First global survey providing a comprehensive view of what quality of experience means to mobile consumers

• Respondents: 4,722 mobile end-users of all age groups and genders

Information Security Level 1 – Confidential

© 2015 – Proprietary and Confidential Information of Amdocs

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Technologies:

Survey respondents profileGlobal – mixed technologies and spend profiles

Geography:

Spend profiles (by monthly average):

29%

N. America

25%

Europe

51%

less than

US$50

33%

between

US$50 - US$100

16%

over

US$100

Usage:

53%

Personal

6%

Mainly work

7%

2G

46%

3G

36%

4G

11%

Do not

know

16%

CALA

41%

Equally work

& personal

30%

APAC

Source – Hot Telecom May 2015 Survey of 4700 consumers globally

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Research points to 4 keys to shaping quality of experience

• Key 1 - Facilitate the digital lifestyle

• Key 2 - Boost data coverage and speed

• Key 3 - Exploit Wi-Fi to enhance voice and data

• Key 4 - Create a personalized experience

1

2

3

4



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What do North America consumers think about quality of experience?...

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North America – A satisfied customer willing to pay more to improve their experience

• Furthest down technology migration

path – 52% of consumers using 4G

• Biggest spenders vs. other markets –

23% spend more than $100 per month on voice/data services

• Among the most satisfied consumers –

38% are very satisfied with their provider

• What do they dislike most – data plan pricing followed by roaming costs, data download speeds and coverage

• Encountering less technical challenges than other regions – less dropped calls, poor quality

• Willing to pay more for improved quality

of experience – 40% for better coverage,

33% for fast data download speed, 30%for data speed booster



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How NA consumers most use their mobile devicesSocial media, browsing, mobile apps are lower than global average

0 50 100

Making Phone Calls

Text

Email

Mobile apps - Skype,…

Browsing

Social Media

Exchange photos

Which activities are most important and that they work all the time?

Global

NorthAmerica

0

20

40

60

2G 3G 4G Don’t know

NA

Global

% of respondents

Which activities are most important and

that they work all the time?

% o

f

respondents

North America Sample – by Technology

Which devices do they use regularly?

24

84

54

70

0

20

40

60

80

100

Mobile phone Smartphone Tablet Laptop

NA

Global% o

f

respondents

1

Source – Hot Telecom May 2015

Survey of 4700 consumers globally

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How much do North American consumers spend on mobile usage?

37

40

15

6

2

0 10 20 30 40 50 60

Less than $50US

$50-100

$100-150

$150-200

$200+

NA

Global

% of respondents

spend more than $100 per month - highest of all markets23%

1



9

value data over voice – 2nd largest group after APAC (59%)

North American consumers prefer data vs voice access in times of crisis

45% 45%

North

America

global

Voice

% of respondents % of respondents

55% 55%

North

America

global

Data

55%

1



10

North America - Important factors in increasing loyalty towards service providers

69

68

55

55

54

0 10 20 30 40 50 60 70 80

Low Price of Data Plan

Low Price of Voice Plan

High Quality Voice Calls

Extensive Data Coverage

High Speed of Data Download

Global

NA

% of respondents

QoE is a loyalty booster – reduce churn, drive satisfaction

2



11

North American consumers willing to pay more for improved quality of experience –but less than in other markets

40

33

30

0 10 20 30 40 50

Better data coverage

Greater speed of data download

Data speed booster

North America

Global

% of respondents

QoE becomes a revenue generator

2



12

of mobile users say they look for a Wi-Fi

network whenever possible (vs. 79% globally)

North American consumers like Wi-FiBut less than in APAC and CALA

Reasons for looking for a Wi-Fi network

47%

48%

46%

66%

47%

32%

41%

46%

60%

35%

42%

56%

43%

35%

43%

65%

To get betterquality

To get fasterdownloads or

video

To prevent goingover my plan

limits

Save money

To prevent going over

my plan limits

To get faster downloads

or video

To get better quality

North America EuropeCALA APAC

Save money

77%

% of respondents

3



13

North America - If you were to recommend your provider, what things do you currently like most?

0 5 10 15 20 25 30 35 40 45 50

Low price of voice plan

Low price of data plan

High quality voice calls

New devices

Voice coverage

Data coverage

High speed of download

Global

NA

Pricing, coverage and devices are identified

as the things NA consumers most like

4



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North American consumers are the most satisfied

North America - How satisfied are consumers with their service provider? 4

38%33%

24%18%

52%58%

67%

57%

10% 9% 9%

25%

North America Europe Asia CALA

Dissatisfied Satisfied Very satisfied

North America Europe APAC CALA



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To find out more…

http://solutions.amdocs.com/4-Keys-To-Shaping-Quality-Of-Experience-Whitepaper.html

http://solutions.amdocs.com/4-Keys-To-Shaping-Quality-Of-Experience-Whitepaper.html