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Mobile Provider Churn

2009 US Consumer Mobility Survey Results

Surveys

Pages
32
Deliverables
Released
2Q 2009
Product Code
SU-1589
Price
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In March 2009, ABI Research conducted an online study among 1,000+ adult US consumers concerning their habits and plans for use of a mobile phone, including considerations and factors involved in changing mobile service providers.

This Research Brief provides the survey results for the portion of questions related to mobile service provider churn. Questions were asked about potential reasons for switching providers, with specific emphasis on issues related to service, network, device, applications/content, and sales/service. Research methodology and detailed respondent demographics are also included.

Table of Contents

Methodology
Summary: Current Mobile Phone Use
Summary: Current Mobile Phone Use (Cont'd)
Personal vs. Personal and Business Use of Mobile Phone
Mobile Phone Service Provider
Length of Time with Current Mobile Phone Provider
Type of Mobile Phone Service
Shared Minutes/Family Plan/Unlimited Minutes Plan
Monthly Spend: Mobile Phone Service
Monthly Mobile Voice Minutes Used
Mobile Phone Brand
Price of Current Mobile Phone
Summary: Potential Reasons for Switching Provider (1)
Summary: Potential Reasons for Switching Provider (2)
Summary: Potential Reasons for Switching Provider (3)
Potential Reasons to Consider Switching Mobile Phone Service Provider
Influence of Service Issues on Decision to Switch
Influence of Network Issues on Decision to Switch
Influence of Device Issues on Decision to Switch
Influence of Application/Content Issues on Decision to Switch
Influence of Customer Service & Sales Assistance Issues on Decision to Switch
Summary: Demographics
Summary: Demographics (Cont'd)
Age
Gender
Marital Status
Number of People in Household
Employment Status
Self-Employment




22 Charts
  • Mobile Phone Use
  • Mobile Phone Service Provider
  • Length of Time with Current Mobile Phone Provider
  • Type of Mobile Phone Service
  • Use of Shared Minutes / Family Plan and /or Unlimited Minutes Plan
  • Average Monthly Spend on Mobile Phone Service
  • Monthly Mobile Voice Minutes Used
  • Mobile Phone Brand
  • Price Paid for Current Mobile Phone
  • Potential Reasons to Consider Switching Mobile Phone Service Provider
  • Influence of Service Issues on Decision to Switch
  • Influence of Network Issues on Decision to Switch
  • Influence of Device Issues on Decision to Switch
  • Influence of Application/Content Issues on Decision to Switch
  • Influence of Customer Service & Sales Assistance Issues on Decision to Switch
  • Age
  • Gender
  • Marital Status
  • Number of People in Household
  • Employment Status
  • Are You Self-Employed?
  • Anticipated Personal Annual Pre-Tax Income in 2009