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Europe’s TV Platforms: Advanced Features,
Performance and Customer Satisfaction
ConsumerMetrix Service
by David Mercer
March 2012
Introduction
• This ConsumerMetrix report presents selected survey findings relating to subscribers to and users of television services in Europe, and segments the findings by “access platform”, ie Cable, Satellite, DTT.
• The survey was fielded in Q3 2011 and the methodology is described in detail towards the end of this report.
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
Key Survey Findings
• When examining the current European cable TV subscriber base, the cable platform has some performance advantages over satellite, its key pay television competitor, in overall value for money and customer service
• But satellite providers are noticeably stronger in rolling out advanced services. In terms of availability of advanced services, DTT is a closer competitor to cable than satellite, although DTT is seen as weaker than cable in terms of its performance
• Even in Video On Demand, usually cited as one of cable’s key competitive advantages, cable does not have a clear lead over satellite in customer perception
• VOD in any case is not perceived as very useful relative to DVR-based features; if cable wishes to maximise its VOD advantage it needs to meet this challenge
• The major competitor to cable in terms of overall customer satisfaction is not satellite but IPTV
• The biggest threat to cable and satellite in terms of value for money is DTT, not surprisingly since many DTT services are free-to-air
• Newer services such as mobile phone apps and internet access on the TV are seen as less useful than many more established services
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
Access to Advanced TV Services By Platform
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
Perceived Value of Advanced TV Services in Europe
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
Europe’s TV Platforms: Performance Ratings
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
Europe’s TV Platforms: Overall Satisfaction
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
What Is ConsumerMetrix?
ConsumerMetrix gives clients direct, online access to
the results of Strategy Analytics’ consumer surveys
ConsumerMetrix publishes consumer data profiles
from consumer surveys
ConsumerMetrix provides customised support to
deliver research crosstabs specific to client
requirements
Europe’s TV Platforms: Advanced Features, Performance and Customer Satisfaction
ConsumerMetrix: Survey Methodology
• Strategy Analytics conducted an online survey, the 2011 ConsumerMetrix Survey fielded in July 2011
• The sample consisted of n=2000 individuals in the US and n=2801 in Europe ages 15-74 years
• Strategy Analytics weighted the data by country, age, gender and internet use to represent the US and European populations of internet users, respectively
• The study was conducted using the ResearchNow online data panel.
• Samples drawn from online panels are not random samples of the US and European populations
• Members are recruited to the panel and are compensated for their participation through an incentive program
• Individuals participating in online panels are more familiar with the internet than the general population
• The data were weighted to make the data more representative of the distribution of internet users in the general population.
Digital Consumer Practice: ConsumerMetrix
Key Contacts
Research alerts: Register at www.strategyanalytics.com Strategy Analytics Blog: http://blogs.strategyanalytics.com/
• David Mercer – VP, Digital Consumer Practice – +44 1908 423610 – [email protected]
• Peter King – Director, Tablet and Touchscreen Strategies – +44 1908 423615 – [email protected]
• Jia Wu – Senior Analyst, Connected Home Devices – + 1 617 614 0712 – [email protected]
• Jason Blackwell – Director, Service Provider Strategies – +1 617 614 0747 – [email protected]
• Ed Barton – Director, Digital Media Strategies – +44 1908 423613 – [email protected]
• William F. Ablondi – Director, Smart Home Strategies – +1 617 614 0744 – [email protected]
Digital Consumer Practice: ConsumerMetrix
