Tag Archives: AT&T

Internet – solid market research from MetaFacts Technology User Profile

Extensive information about the internet and the ways people use it is available in TUP – Technology User Profile.

Not all access to the Internet is equal and consumers know it – voting with their fingers. In today’s multi-platform age, computers are not the only way online, and email may be losing ground as the king of activities.  Are fun, compelling, and emerging technologies making PCs a thing of the past?  Is social networking replacing snailish email?

Below are a few examples of questions addressed in TUP related to internet use. The full TUP service enables drilling down beyond the answers to these questions to identify which other technologies, services and behaviors are disruptive and to profile which market segments are and aren’t adopting. TUP is much more than a one-dimensional market view or opinion piece, since it provides a comprehensive source to answer the following questions, as well as many others.

  • What is the mix of communication products and services – landline, wireless, email, IM, etc. – by segment?
  • Most-mobile customers – where do they go and what do they do?
  • Which segments are keeping their files, calendars, or other information synchronized or backed up online?
  • Which market segments are dating online? What else do they frequently do online?
  • Are PC users primarily accessing the Internet at home, in the workplace, using friends or neighbor’s computers, or in public places such as libraries or cybercafés? Which users use other’s PCs and which have many to choose from? Are smartphones or netbooks changing this?
  • How many and which segments are watching and renting movies on which platforms?
  • What do users sync or “store” in the cloud? How do users share images – social networking sites or photo-specific sites? Which users are the most active?
  • Who’s busiest – desktop users or notebook users? How do their profiles differ?
  • How has the division of work vs. personal use of technology products continued to blur?
  • Which segments are utilizing cloud storage or sharing services? For which activities?
  • To what extent does game-playing drive online usage specifically and tech usage overall?
  • Tech adoption cycles may not be as fast as the tech-focused think. How many and which users still use older tech products?
  • What about the unemployed? Are they more or are they less tech-focused?
  • Who is using mobile payments?
  • Who is videoconferencing, and using which platform?
  • Which segments are the most music-intensive? What is the overlap of music-centered products and services by segment?
  • Primacy – what is the center of the user’s world? Their home PC, work PC, mobile phone? Is it one device or many?
  • What is the impact on privacy concerns on use of social networking?
  • Who are the true early adopters and laggards? How does this vary by actual usage of specific products and technologies?
  • What do most people do with their mobile phone as compared to their PC? Which user segments align with which platforms?
  • How much have PC users integrated PCs into their personal lives?
  • What about the anti-social – those that aren’t in an online social network? Who are they? In what other ways are they actively communicating and having fun? How does their spending profile compare?
  • How many screens do people view? Which market segments view more screens than other segments?
  • How prominent is printing images from mobile phones? How about from tablets?
  • Which market segments are blogging? How do they compare to social networkers?
  • Which segments are using which tech devices & carriers? For which activities?
  • Is the smartphone killing PC shopping?
  • How PC/Online & Mobile Phone activities compare? How is this different for Tablets or eBook Readers? Which segments use which device for the most activities?
  • Multitasking – who’s using many devices for many activities, versus few devices for many activities? How do user segments vary by quadrant?
  • What makes a smartphone a smartphone in the consumer’s eyes? How does usage compare to basic mobile phones? What are the user segments and usage profiles?
  • How many people use calendars on their PC, their mobile phone, or both? Which types of people are these?
  • What is the tech-owning profile of active gamers? Many consumer electronics entertainment products or focused on gaming? Many computers or few? How does this vary by segment?
  • What is the status of mobile phone transition, from basic feature phones to smartphones and non-users?
  • How many seniors are online? How is their behavior different than younger online users?
  • Who spends the most hours online?
  • How does the life and lifespan of a PC vary by form factor? Does it vary by brand? By user segment?
  • How does PC and online usage vary across segments such as workplace company size or industry?
  • Entertainment primacy – what is the center of the user’s home entertainment world? Is it one device or many? Which devices and services, and among which segments?
  • How are users communicating, given all their communication options?
  • Which segments have recently paid for a downloaded mobile phone app?
  • Do mobile PC users print differently than desktop users? Do the more-mobile use more or fewer printers? Do the more-mobile print different content?
  • Who are the people who shop for technology products on the web, but purchase at a local retail outlet?
  • Online shoppers – are they everyone, or unique?
  • How are smartphones challenging or complementing mobile PCs? Which market segments are coalescing around which platforms?
  • What other activities are just outside the box for gamers? Online dating? Social Networking? Music? Movies? Entertainment in general?
  • Age-related market adoption – which products and services are age-skewed? Which are skewed toward older rather than younger users?
  • iPhone users – who are they really? How do they compare with Android and Blackberry users?
  • Is it really one to a customer? How often are PCs shared? Which market segments use more than one PC?
  • How are Facebook users different from users of other Social Networks? Beside demographics, what else distinguishes these from each other?
  • What types and combinations of consumer electronics are homes using?
  • Which combination of tech devices is the most popular today? How large is each segment? Who are in each segment? Which direction are they headed with their buying plans?
  • Is social networking only for certain age groups?
  • Which social networks show the most growth-oriented activity? Which segments show signs of losing interest or withdrawing?
  • What are the attitudes about texting and driving? Who is most supportive and who is mostly opposed?
  • Who are the biggest tech spenders? Which segments spend the most and least for devices? How does spending for tech services differ?
  • How do online shopping activities differ between Hewlett Packard, Apple and Dell customers?
  • Do PC users behave differently as they gain more experience? Are Newbies or Vets mostly focusing on certain activities versus a broad mixture?
  • Who is buying the highest-end PCs? Are there brand differences? What else do users buy and what else do they use?
  • Tracfone for oldsters? Who has the oldest segment by carrier?

If solid answers to any of these questions would help your work in creating the future, please contact MetaFacts.

MetaFacts, Inc. helps technology marketers find and measure their best and future customers.

Current subscribers of Technology User Profile may obtain this information directly from MetaFacts, as well as additional customized drilling down into the full dataset.

For more information on the results delivered in TUP and about how to subscribe, please contact MetaFacts.

The above questions are answered with the TUP 2012 edition, and most are also answered in the TUP 2011 edition for ready trend comparison.

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Filed under Consumer research, Market Research, Market Segmentation, MetaFAQs, Statistics, Tech Market, Trends, TUP 2011, TUP 2012

Texas & California may see the largest dominant carrier post-merger-MetaFacts TUPdate

Texas & California may see the largest dominant carrier post-merger

A MetaFacts TUPdate by Dan Ness, Principal Analyst

With the prospective merger of AT&T and T-Mobile, would the combined dominant share be very different in some states than in others?

Also, will the fog of merger give competitors enough pause to secure their unique clienteles, and attract more of the same?

Nationwide, the combined share of the top three carriers would increase from just over two-thirds (68%) to nearly eight in ten (78%).

Post-merger Carrier Domination

In our most recent wave of Technology User Profile, we found that three carriers – Verizon Wireless, AT&T Mobile, and T-Mobile, collectively hold a 68% share. This is based on the broadest active market – subscribers of mobile carriers using Smartphones or Basic Mobile Phones, with either contract or pre-paid agreements, and among online adults. Combining the subscriber share of AT&T Mobile and T-Mobile, this boosts Sprint into the top group, so that the top three carriers collectively command 78%.

There is a regional difference, in some cases due to the growing popularity of simpler more cost-effective prepaid agreements through MVNOs, and in other cases to the strength of regional operators.

The combined AT&T/T-Mobile share would be 50% or higher in two states: Texas with 55% and California with 50%.

In the Northeast, TracFone is popular enough to be included in the post-merger top 3 carriers, although with a distant 9% to AT&T/T-Mobile & Verizon’s collective 73%. TracFone’s Northeast share is buoyed by New York and Pennsylvania, where the 9% share is similarly far from the two leaders 70% and 73%, respectively.

Among the major states, Wisconsin is unique in the strength of regional carrier US Cellular, which holds a 19% share, even besting nationally-second Verizon. No other regionals have that position or share.

Across other states and regions, Sprint has a third-ranked position. In most key states, Sprint’s share is less than half of the second-ranked carrier.

Whether or not these heightened levels of market dominance constitute a problem will depend primarily on the Federal Communications Commission (FCC) and the Department of Justice (DOJ). One of their statistical tests for market concentration is the Herfindal-Hirschman Index (HHI) which summarizes the relative difference of shares. Industries with scores of more than 1,800 are considered concentrated. If post-merger, using our current market share results, Texas would have an HHI of 3,396, California  3,247, and New Jersey 3,208, up from 2,059, 2,154, and 2,547 respectively. Furthermore, the HHI would rise to 3,299 among contract subscribers and 1,716 among prepaid subscribers.

From the customer’s perspective we’ve gathered in findings of our TUP survey results, the usage profiles of AT&T and T-Mobile subscribers are different enough to show this will not be a simple merger. In fact, some customer usage types are unique enough they were already poised to seek better alternatives due to the way they use mobile wireless devices. That’s in addition to changes they might be considering beyond being triggered by the merger announcement, such as their satisfaction levels with customer service, their reception, or the complexity or costs of their subscription agreements.

Source

The results in this TUPdate are drawn from the MetaFacts Technology User Profile Survey. Results specific to this topic can be obtained through a customized report and analysis. Or contact MetaFacts for the MetaFacts Technology User Profile Overview Edition report, which covers the broader range of key trends. View findings in 25 pages of executive summary analysis, 200+ pages of charts and graphs, all supported by 95+ pages of detailed tables. The complete, 300+ page report is delivered to you electronically. This edition is for the U.S. based on the 2010 wave of Technology User Profile gathered among a scrupulously selected set of representative respondents, surveyed both online and offline.

To see other research coverage of Internet products and activities – from smartphones to feature phones, desktops to notebooks, social networking, demographics, and attitudes – see the many other questions TUP answers on www.technologyuser.com. Tech market research professionals who want a solid resource they can use immediately after industry events such as mergers, or even use prior to anticipated events, can license direct access to TUP.

About TUPdates

MetaFacts releases ongoing research on the market shifts and profiles for Smartphones, Netbooks, Mobile PCs, Workplace PCs, Home PCs, Web Creators, Broadband, and many other technology industry trends and facts. These TUPdates are short analytical articles in a series of specific topics utilizing the Technology User Profile Annual Edition study, which reveals the changing patterns of technology adoption around the world. Interested technology professionals can sign up at http://technologyuser.com/contact/ for complimentary TUPdates – periodic snapshots of technology markets.

About MetaFacts

MetaFacts, Inc. is a market research firm focusing exclusively on the technology industries. MetaFacts’ Technology User Profile (TUP) survey is the longest-running, large-scale comprehensive study of its kind, conducted continuously since 1983, the year before Apple released the Apple Macintosh. The detailed results are a primary market sizing and segmentation resource for leading companies providing consumer-oriented technology products and services, such as PCs, printers, software applications, peripherals, consumer electronics, mobile computing, and related services and products. TUP analyzes key trends and the data-rich source can be dived into more deeply for custom analysis. For more information about the syndicated research service, analysis tools, publications and datasets, contact MetaFacts at 1-760-635-4300.

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Filed under Consumer research, Market Research, Mobile Phones, Technology User Overview Report, TUP 2010

Will dissatisfied subscribers let their fingers do the walking? – MetaFacts TUPdate

Churn Intention by Major Carrier-MetaFacts

Will dissatisfied subscribers let their fingers do the walking?

A MetaFacts TUPdate by Dan Ness, Principal Analyst

An old western movie featured a cowboy who sold his horse several times throughout the film. After each sale, the cowboy would wander off and whistle and the horse would run back to the cowboy. The various new owners were upset, yet the cowboy claimed his horse had his own mind.

With the prospective merger of AT&T and T-Mobile, the biggest question is whether the customers will approve of the transaction and stay with the combined unit. Or, will they stray, perhaps back to Verizon or to one of the prepaid MVNOs?

One measure of a subscriber’s mindset is their intention to switch carriers upon the expiration of their contracts.

In our most recent wave of Technology User Profile, we found that both AT&T Wireless and T-Mobile contract subscribers report the highest churn intention rate of any of the major carriers. Close to one in four (23%) of T-Mobile’s online subscribers agree or strongly agree that they plan to switch carriers when their contract expires. Among AT&T subscriber base, this rate is nearly one-fifth at 19%. For comparison, Sprint’s rate is 18% and Verizon’s is 13%. These findings are based on responses from 5,054 online adults who use a mobile phone with a contract agreement, a subset of the entire Technology User Profile survey.

Also, churn intention rates were highest among both carrier’s Smartphone as well as Basic Mobile Phone subscribers.

If the merger were complete today, the combined customer base would have the highest churn intention rate. This is not fully comparable to independent rates, because some subscribers planning to switch likely considered switching from AT&T to T-Mobile or the other way around.

In other findings in our survey results, we’re seeing that the segments of customers AT&T has attracted are different enough from T-Mobile’s subscribers that it’s likely that both companies will need to create an assortment of campaigns to address the wide span of segments. Furthermore, this will rattle the positions of handset manfacturers from Motorola to Apple and RIM.

Of course, wireless carriers do all they can to sway subscriber’s churn intentions, and we’re likely to see creative efforts from both companies to entice subscribers to stay, just as competitors Verizon, Sprint, and others will do their best to welcome them into their fold.

So, we’ll all be keeping our ears open for the whistle which might draw subscribers back to Verizon, although some might instead follow the growing herd to prepaid alternatives.

Source

The results in this TUPdate are drawn from the MetaFacts Technology User Profile Survey. Results specific to this topic can be obtained through a customized report and analysis. Or contact MetaFacts for the MetaFacts Technology User Profile Overview Edition report, which covers the broader range of key trends. View findings in 25 pages of executive summary analysis, 200+ pages of charts and graphs, all supported by 95+ pages of detailed tables. The complete, 300+ page report is delivered to you electronically. This edition is for the U.S. based on the 2010 wave of Technology User Profile gathered among a scrupulously selected set of representative respondents, surveyed both online and offline.

To see other research coverage of Internet products and activities – from smartphones to feature phones, desktops to notebooks, social networking, demographics, and attitudes – see the many other Internet-oriented questions TUP covers on www.technologyuser.com.

About TUPdates

MetaFacts releases ongoing research on the market shifts and profiles for Smartphones, Netbooks, Mobile PCs, Workplace PCs, Home PCs, Moms and Dads, Web Creators, Broadband, and many other technology industry trends and facts. These TUPdates are short analytical articles in a series of specific topics utilizing the Technology User Profile Annual Edition study, which reveals the changing patterns of technology adoption around the world. Interested technology professionals can sign up at http://technologyuser.com/contact/ for complimentary TUPdates – periodic snapshots of technology markets.

About MetaFacts

MetaFacts, Inc. is a market research firm focusing exclusively on the technology industries. MetaFacts’ Technology User Profile (TUP) survey is the longest-running, large-scale comprehensive study of its kind, conducted continuously since 1983, the year before Apple released the Apple Macintosh. The detailed results are a primary market sizing and segmentation resource for leading companies providing consumer-oriented technology products and services, such as PCs, printers, software applications, peripherals, consumer electronics, mobile computing, and related services and products. TUP analyzes key trends and the data-rich source can be dived into more deeply for custom analysis. For more information about the syndicated research service, analysis tools, publications and datasets, contact MetaFacts at 1-760-635-4300.

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Filed under Consumer research, Market Research, Mobile Phones, Technology User Overview Report, TUP 2010, TUPdate

8.5 million Smartphone users intend to churn – reported in MetaFacts TUP survey

Chart: Carrier Churn by Mobile Phone Type

Carrier Churn by Mobile Phone Type

A MetaFacts TUPdate by Dan Ness, MetaFacts Principal Analyst

How strong are intentions to switch carriers, and does this vary by mobile phone type?

Intention to churn is a key concern for wireless carriers and handset manufacturers alike. Based on our most recent wave of Technology User Profile (TUP) surveys, 21% of Smartphone users intend to switch carriers when their contracts expire. This is based on over 7,000 representative respondents who regularly use a mobile phone and either agree or strongly agree with the statement: “I plan to switch carriers when my contract expires.”

Smartphone churn intention raters are a much higher churn rate than among basic feature phone users, with 14% planning to switch. Since there are so many basic mobile phone users, even at a lower rate, this group outnumbers Smartphone users, standing at 16 million subscribers poised to change.

There is the chance that when basic phone subscribers switch, they will move to a Smartphone. This is not a certainty, however, as many subscribers are finding ways to get their needs met with their basic feature phones. Also, switching to a Smartphone is not the only reason subscribers switch carriers, they also report dissatisfaction with customer service and unsatisfying network coverage. In the report, we specify how much lower network and customer service satisfaction is among AT&T and T-Mobile subscribers than other carriers such as Verizon.

Furthermore, pre-paid subscriptions are on the rise, as subscribers let their fingers do the walking to exercise their dissatisfaction with the restrictions of term plans. Brands and sub-brand such as Net10 and Straight Talk offered in WalMart through MVNO America Movil are just one example of likely rapid entrants to join the fray of prepaid brands TracFone, Virgin, Leap and others.

Analysis

Consumers are fickle, and vote with their pocketbooks. Once they start considering defecting from a carrier, they look at competitive handsets served by other carriers, just as they have in the past. Now, however, more subscribers have broadened their consideration set to include pre-paid agreements. Also, we expect some Smartphone users to retreat back to basic mobile phones, due in part to overwhelm with complex & costly agreements, or with the handsets and apps themselves. Although any market movement away from Smartphones may be considered heresy by fanboys and early tech adopters, many regular people consider anything with thousands of apps and hundreds of features to be an overcomplicating negative.

From the changes evident from high churn intention and low satisfaction rates, the outlook is for a continued fracturing of the mobile phone market. The early adopters with Smartphones will form the bulk of a Smartphone replacement market as concerned carriers placate them with newer handsets. Meanwhile, they will also be heavily courted by competitors, so may defect even before their plans terminate. At the other end of the spectrum, the segment of pre-paid plan basic mobile phone users will continue to attract defectors from plans they see as onerous, carriers they are dissatisfied with, or from phones they see as overly complicated. MetaFacts expects less activity from other segments in the near term.

Most certain today is that mobile phone users express resistance to having their phones pried from their fingers. Most do, however, plan to change carriers, handsets, subscription plans, and how they use them.

Source

MetaFacts Technology User Profile Overview Edition – report available by contacting MetaFacts. View findings in 25 pages of executive summary analysis, 200+ pages of charts and graphs, all supported by 95+ pages of detailed tables. The complete, 300+ page report is delivered to you electronically. This edition is for the U.S. based on the 2010 wave of Technology User Profile gathered among a scrupulously selected set of representative respondents, surveyed both online and offline.

To see other research coverage of communication products and activities – from smartphones to feature phones, desktops to notebooks, social networking, chat, and webcams – see the other communication-oriented questions TUP covers on www.technologyuser.com.

About TUPdates

MetaFacts releases ongoing research on the market shifts and profiles for Smartphones, Netbooks, Windows Vista, Mobile PCs, Workplace PCs, Home PCs, Moms and Dads, Web Creators, Broadband, and many other technology industry trends and facts. These TUPdates are short analytical articles in a series of specific topics utilizing the Technology User Profile Annual Edition study, which reveals the changing patterns of technology adoption around the world. Interested technology professionals can sign up at http://technologyuser.com/contact/ for complimentary TUPdates – periodic snapshots of technology markets.

About MetaFacts

MetaFacts, Inc. is a market research firm focusing exclusively on the technology industries. MetaFacts’ Technology User Profile survey is the longest-running, large-scale comprehensive study of its kind, conducted continuously since 1983, the year before Apple released the Apple Macintosh. The detailed results are a primary market sizing and segmentation resource for leading companies providing consumer-oriented technology products and services, such as PCs, printers, software applications, peripherals, consumer electronics, mobile computing, and related services and products. For more information about the syndicated research service, analysis tools, publications and datasets, contact MetaFacts at 1-760-635-4300.

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Filed under Consumer research, Market Research, MetaFAQs, Mobile Phones, Technology User Overview Report, TUP 2010, TUPdate

Callers outsmart their mobile phones

Smartphones may be smart, yet depending on how you look at it, half of callers using Smartphones are smart or half of those using Basic Mobile Phones are smart.

If subscribers aren’t fully enjoying their Smartphones, they are more likely to switch handsets, churn carriers, and possibly downgrade to a Basic Mobile Phone.

Based our recent Technology User Profile survey, just over half (54%) of Smartphone users use their Smartphones for many activities – 11 or more on average. That means less than half (46%) are not using that many, and in fact 18% use their Smartphones for 4 or fewer activities.

By comparision, users of Basic Mobile Phones aren’t all that basic. Just over half (also 54%) use their Basic Mobile Phone for 4 or fewer activities. An enterprising and active eighth (12%) of Basic Mobile Phone users find ways to use these phones for 11 or more activities, rivalling the offerings of Smartphones.

It may not be surprising that callers who paid for a Smartphone are more active and Basic Mobile Phone users are less active. What’s surprising is how many of each are outside the norm. That creative 12% group of super-active Basic Mobile Phone users are worthy of study, so we can all know how they manage to get more for less. Also of interest is that sizable group (18%) of callers who recently acquired a Smartphone and simply aren’t using it to its full potential. This is a worrisome segment for carriers and device makers alike, as these are the most vulnerable customers, and most likely to switchto a competitive handset, to a different carrier who might support that handset, or even to find a Basic Mobile Phone which fits their usage pattern.

About this TUPdate

MetaFacts releases ongoing research on the market shifts and profiles for Windows Vista, Mobile PCs, Workplace PCs, Home PCs, Moms and Dads, Web Creators, Broadband, and many other technology industry areas. These TUPdates are short analytical articles in a series of specific topics utilizing the Technology User Profile Annual Edition study, which reveals the changing patterns of technology adoption around the world. Interested technology professionals can sign up at http://technologyuser.com/contact/ for complimentary TUPdates – periodic snapshots of technology markets.

This particular TUPdate draws on the 2010 Technology User Profile Annual Edition – US. Contact MetaFacts for more information.

About MetaFacts

MetaFacts, Inc. is a national market research firm focusing exclusively on the technology industries. MetaFacts’ Technology User Profile survey is the longest-running, large-scale comprehensive study of its kind, conducted continuously since 1983, the year before Apple released the Apple Macintosh. The detailed results are widely recognized as a primary market sizing and segmentation resource for leading companies providing consumer-oriented technology products and services, such as PCs, printers, software applications, peripherals, consumer electronics, mobile computing, and related services and products. For more information about the syndicated research service, publications and datasets, contact MetaFacts at 1-760-635-4300.

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Filed under Consumer research, Market Research, Mobile Phones, Technology User Overview Report, TUP 2010, TUPdate