Awareness survey on smartphone contracts and customer support

The MMD Research Institute has conducted a "Survey on smartphones and customer support" in collaboration with ServiceNow JAPAN Joint Company (Headquarters: Minato -ku, Tokyo, President of Executive Officer: James McRidi, ServiceNow Japan).According to the preliminary survey, 7,000 men and women between the ages of 18 and 69, and 5,000 smartphone users contracted with the correspondence carrier in this survey from February 9, 2022 to February 14, 2022.A survey on customer support was conducted.

■ The place where the contract procedure for the smartphone communication line (communication plan) currently used mainly is 48.1 %, "online" 27.4 % ■ The satisfaction of the store contract procedure is "the attitude of the staff", the dissatisfaction point is "time takes time for the procedure" is "time takes the procedure", and the dissatisfaction is "explanation (described).Easy "■" Store "that you have used when you have any problems with smartphone contract procedures or terminals, etc..5 %, "online window" 17.4 %, "Telephone window" 14.5 % ■ When I was in trouble, such as a smartphone contract procedure or a terminal, I went to the current store because I thought the store was safe.Reasons for calling the Customer Support Center, a communication carrier currently being used, "I wanted to talk directly", "I wanted to check it" "I wanted to know the information immediately" ■ I am currently using it.Reasons for using the online customer support center (chat, email) of the communication carrier "I thought it could be solved online" "I went to the store, I had no time to call", "Because it was easy to find an inquiry" ■ Customers of communication carriersWhat you expect from the window and the customer support center, what you want to improve stores: Less waiting time, easier to understand, shortening the solution time telephone window: It will be easier to connect to the phone, waiting time.Less, shortening the solution time online window: Solution time is shortened, waiting time is reduced, accurate answer is obtained.

PDFs provide materials that show out the outline of the survey and survey items.Please download from the following.

The place where the contract procedure for the smartphone communication line (communication plan) currently used mainly is 48, "store (face -to -face customer service)".1 %, "online" 27.4 %

When asked about 7,000 men and women aged 18 to 69 years old (multiple answers possible), "smartphone (contract with communication carrier)" is 87..2 %, "optical line" 38.7 %, "Home Router" 8.It was 5 %.When asked about 6,106 people who contract with a telecommunications carrier and use smartphones, they asked for a contract procedure for the smartphone communication line (communication plan) currently used mainly."Customer service)" 48.The most is 1 %, followed by 27 online shops (Internet).4 %, 13 "stores (consumer electronics retailers and other stores face -to -face customer service)".It was 3 %.

Next, when I asked the person who went to the smartphone contract procedure by "store" and "online", the store contractor (n = 3,751) had 36 "because I wanted to hear the explanation directly"..The largest is 5%, followed by "because I actually wanted to see the terminal".0 %, 26 "if you want to consult or ask questions".It was 5 %.38 online contractors (n = 1,676) "because they can be done online without any problems".The most is 1 %, followed by "because you can always complete the procedure".6%, "Because you can proceed in a shorter time than a store".It became 4%.

The satisfaction point of the store contract procedure is "the attitude of the staff", the dissatisfied point is "time takes time for the procedure" is "time takes the procedure", and the dissatisfaction points are "easy to understand (described)".

We asked 3,751 people who made a smartphone contract procedure at the store, and asked if they were satisfied and dissatisfied with the contract procedure performed at the store.The answer "I was satisfied" 72.6 %, "especially not" 27.When I heard that I was satisfied (n = 2,722) that I was satisfied with 4 % (N = 2,722) (more than multiple answers), the "staff attitude" is 51..The largest is 7 %, followed by "easy -to -understand" 49.0 %, "Staff knowledge and understanding" 46.It was 5 %.The answer "I was dissatisfied" 44.3 %, "especially not" 55.When I heard that I was dissatisfied (n = 1,660) that I was dissatisfied with 7 % (N = 1,660) (multiple answers possible), "time takes the procedure" is 58..The largest is 3 %, followed by "waiting time at the store" 44.6 %, "Options proposal, solicitation" 20.It was 5 %.

Next, we asked 1,676 people who made a contract procedure online, and asked if they were satisfied with the contract procedure at the store and were dissatisfied.The answer "I was satisfied" was 62.6 %, "especially not" 37.When I heard that I was satisfied (n = 1,050), I was satisfied (multiple answers possible), and the "time took time for the procedure" is 58..The largest is 9 %, followed by 52 "freedom of time possible".1 %, "Understanding of the procedure flow" is 40.It was 6 %.The answer "I was dissatisfied" 24.5 %, "especially not" 75.When I heard that I was dissatisfied with the person who was dissatisfied with 5 % (N = 411) (multiple answers possible), the "explanation (description)" 36.The largest is 0 %, followed by 29 "easy -to -understand sense of procedures".7 %, "Explanation on Campaigns and Plan" 22.It became 1 %.

"Store" that I have used when I have trouble with smartphone contract procedures and terminals.5 %, "online window" 17.4 %, "Telephone window" 14.5 %

I heard that 5,000 smartphone users contracted with a telecommunications carrier from the preliminary survey were extracted, and I heard that they have used the currently used communication carrier, customer consultation desks, customer support centers, etc. (multiple answers (multiple answers))N possible), "store" is 40.The largest is 5 %, followed by 17 "online window".4 %, "Telephone window" 14.It was 5 %.

When I was in trouble, such as a smartphone contract procedure or a terminal, I went to the current store, "Because I thought the store was somehow safe" "I wanted to check it more than one" "I wanted to hear the explanation that suits me more."

For 2,027 people who responded that they have used stores such as the telecommunications carrier, customer consultation desks, and customer support centers currently used, they are using smartphone contract procedures and terminals.When I asked why I went to a telecommunications carrier store (multiple answers possible), "I thought the store was safe" 31.The largest is 8 %, followed by "Because there were multiple things to check".3 %, "I wanted to hear the explanation that suits me more" 22.It was 7 %.

Next, I asked if I was satisfied and dissatisfied when I went to a telecommunications carrier store due to my smartphone contract procedure and terminals.65 answers "I was satisfied".3 %, 34.When I heard that I was satisfied (n = 1,324) that I was satisfied (N = 1,324), I heard that I was satisfied (multiple answers are possible), and the "easy -to -understand explanation of what I want to hear" is 56..The largest is 8 %, followed by the "attitude of the person in charge" 54.6 %, "Knowledge and understanding of the person in charge" 50.It was 3 %.「不満だった」という回答が36.6 %, "especially not" 63.When I heard that I was dissatisfied with 4 % (n = 741), I was dissatisfied (multiple answers possible), "waiting time until the start of response" is 57..The largest is 6 %, followed by "time until the solution".9 %, "Understanding explanation for what you want to hear" is 22.It was 5 %.

Reasons for calling the customer support center of the telecommunications carrier currently using "Because I wanted to talk directly" "I wanted to check it" "Because I wanted to know the information immediately"

For 723 people who answered that they had called the customer support center for smartphone contract procedures and terminals, etc., the customer's smartphone smartphone contract procedure and terminals used, and in trouble with terminals, etc.When I asked why I called (multiple answers possible), "I wanted to talk directly" 28.The most is 2 %, followed by 27 because "there were multiple things to check"..0 %, 26 "I wanted to know the information immediately".It became 4 %.

* Click the image to display the enlarged image.

Next, I asked if I was satisfied and dissatisfied when I called the Customer Support Center for my smartphone contract procedures and terminals.The answer "I was satisfied" 70.4 %, "especially not" 29.When I heard that I was satisfied (n = 509) that I was satisfied with 6 % (N = 509) (multiple answers are possible), "Easy -to -understand explanation of what I want to hear" and "attitude of the person in charge".The largest is 2 %, followed by 51 "knowledge and understanding of the person in charge".It became 1 %.「不満だった」という回答が50.8%, "especially not" 49.When I heard that I was dissatisfied with 2 % (N = 367), I was dissatisfied (multiple answers possible), and "Easy to connect with the person in charge".The largest is 4 %, followed by the "time to solve" 40.6 %, "Understanding of the inquiry" 25.It was 6 %.

Reasons for using the online customer support center (chat, email) of the telecommunications carrier currently being used "Because I thought it could be solved online", "I have no time to go to the store, because I have no time to call", "Because it was easy to find a inquiry."

For 871 people who answered that they had been chatting and emailing the customer support center due to problems such as smartphone contract procedures and terminals, online window (chatting center (chat chat) (chatting center (chat))When I asked the reason for using the email) (multiple answers possible), "I thought it could be solved online" 39..The largest is 2 %, followed by "because I have no time to go to the store, I have no time to call"..7 %, "Because it was easy to find the inquiry".It was 5 %.

* Click the image to display the enlarged image.

Next, I asked if I was satisfied and dissatisfied with chatting and emailing the customer support center for my smartphone contract procedures and terminals.The answer "I was satisfied" was 58.9 %, "especially not" 41.When I heard that I was satisfied (n = 513) that I was satisfied with 1 % (N = 513) (multiple answers possible), "the appropriate response to what I want to hear" is 39..The largest is 4 %, followed by "time until the solution".6 %, "attitude of the person in charge" 35.It became 9 %.The answer "I was dissatisfied" 41.2 %, "especially not" 58.When I heard that I was dissatisfied with the person who was dissatisfied with 8 % (N = 359) (multiple answers possible), the "time to solve" is 40..The largest is 9 %, followed by "ease of connection with the person in charge"..4 %, 29 "appropriate response to what you want to hear".It became 8 %.

What I expect from the customer window and the customer support center of the telecommunications carrier, what I want to improve, the store: Less waiting time, the easier explanation, the shorter the solution time telephone window: It is easier to connect to the phone.Though, less waiting time, shortening the solution time online window: The fact that the solution time is short, the waiting time is reduced, and a highly accurate answer can be obtained.

According to the store user (n = 2,027), for the customer's window of the communication carrier and the customer support center users, the customer window and the customer support center of the telecommunications carrier and what to improve."Waiting time is reduced" 32.The largest is 1 %, followed by "the explanation is easier to understand" 23.6 %, "Solution time is shortened" 22.It was 5 %.電話窓口利用者（n=723）では、「電話が繋がりやすくなること」が47.The largest is 0 %, followed by "less waiting time".9 %, "Solution time is shortened" 26.It became 4 %.オンライン窓口利用者（n=871）では、「解決時間が短くなること」が23.The largest is 1 %, followed by "less waiting time" 21.5 %, "being able to get a highly accurate answer" 21.It became 4 %.

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PDFs provide materials that show out the outline of the survey and survey items.Please download from the following.

Sales Products: Awareness Survey on smartphone contracts and customer support Delivery format: GT table, investigation form, low data (Excel) Sales amount: 150,000 yen + consumption tax 15,000 yen How to get online payment / bank transfer (designated accounts)

"Survey on smartphone contracts and customer support" Survey period: February 9 to February 14, 2022 Effective response: 7,000 preliminary surveys, 5,000 survey methods: Internet survey target: 18 years old~ 69 -year -old men and women Number of smartphone users who have contracted with communication carriers: 16 pre -survey, 12 questions of this survey

SC1 Please tell me everything you are using and what you have contracted.SC2 Did you make it smooth without any problems when you start using the optical line you are currently using?Please tell us if you have any trouble, including trivial things, such as "I was different from what I thought" or "I was confused."SC3 When did you have any problems and troubles when you start using the optical line you have experienced?Please tell me everything that applies.SC4 What were the troubles and troubles you have experienced when you start using an optical line?Please tell me as specifically as possible.Thank you for your cooperation.SC5 Please tell us all the satisfaction and dissatisfaction of the contract procedure of the optical line you are currently using.SC6 Please tell me the overall satisfaction of the contract procedure of the optical line you have done.SC7 Please tell me the communication carrier you are currently contracting with the smartphone you are currently using.SC8 Please tell me the plan that you are currently using with the "SC7 answer option display" you are currently using.SC9 If you recommend the "SC7 answer option display" you are currently using to your family and friends, what are the recommendations of 10 out of 10?Please tell me all the applicable ones as the image of your "career shop face -to -face customer service".SC11 How did you sign up for the smartphone communication line (communication plan) you are currently using?SC12 Please tell me where you have done the contract procedure for the smartphone communication line (communication plan) you are currently using.SC13 Why did you do the smartphone contract procedure with "SC12 answer options display"?Please tell me everything that applies.SC14 Please tell us all the satisfaction and dissatisfaction of the contract procedure you did at the store.SC15 Please tell us all the satisfaction and dissatisfaction of the contract procedure you did online.SC16 Are you satisfied with the latest smartphone contract procedure?

Q1 Did you make it smooth without any problems when you start using the smartphone you are currently using?Please tell us if you have any trouble, including trivial things, such as "I was different from what I thought" or "I was confused."Q2 What were the troubles and troubles you have experienced when you start using your smartphone and start using it?Please tell me as specifically as possible.Thank you for your cooperation.Q3 Have you ever used a telecommunications carrier store, a customer consultation desk, or a customer support center you are currently using when you have trouble with your smartphone contract procedure or terminal?Please tell me everything you have used.Q4 Please tell us specifically that you were dissatisfied with the store, customer consultation desk, and customer support center that you answered earlier.Please cooperate because it can be trivial.Q5 Please tell us all the reasons why you have gone to a telecommunications carrier store you are currently using in case of your smartphone contract procedure and terminals.Q6 Please tell us all the satisfaction and dissatisfaction when you went to a telecommunications carrier store you are currently using due to your smartphone contract procedure and terminals.Q7 Please tell us all the reasons why you have called the customer's consultation window and the customer support center for the telecommunications carrier you are currently using, such as your smartphone contract procedure and terminals.Q8 I was satisfied and dissatisfied with the fact that I was satisfied with the customer's contract procedure and terminals, when I called the customer support center of the telecommunications carrier and the customer support center.please tell me.Q9 Please tell us all the reasons for using the online customer consultation window of the telecommunications carrier you are currently using and the customer support center (chat, email), etc.Q10 I was dissatisfied with the fact that you were using the online customer consultation window of the telecommunications carrier you are currently using, the customer support center (chat, email), etc.Please tell me everything that was.Q11 Please tell us the overall satisfaction of the customer window and the customer support center (store, telephone, chat, email) you used.Q12 Please tell us all the expectations and what you want to improve from the customer's window of the telecommunications carrier or the customer support center (store, telephone, chat).

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