J.D. Power 2021 Customer Satisfaction Survey Mobile Router/Wireless Home Router Service
J Co., Ltd., an international specialized organization for survey and consulting on CS (customer satisfaction).D.Power Japan (Headquarters: Minato -ku, Tokyo; President and CEO: Koji Yamamoto, abbreviated: J.D.Power) is J.D.Power 2021 Mobile Router Service Customer Satisfaction Survey and J.D.Power 2021 Wireless Home Router Service Customer Satisfaction Survey announced the results of the satisfaction survey. This survey is intended for data communication services using "Wi-Fi router" using mobile lines for Internet connection, and "Wireless Home Router", which is based on a portable portable "mobile router" and a stationary use at home. It is carried out to users. The use of services with high line load due to the corona evil continues, improving and improving communication quality is more important, and this year's survey is more than a year since the expansion of the new colon virus in late April to mid -May. It was implemented over. Last year's survey (announced in May 2020) confirmed that satisfaction with the "communication quality / area" from the previous year has been reduced, but both mobile routers and home routers have not made any major improvements this time, and overall as a whole. I stayed at the level of satisfaction. Looking at the usage of mobile routers and home routers, as in last year, more than 90 % of users are "watching / posting videos and video services", and about 80 % of users have a large data communication service such as the use of online storage. It was confirmed that most users continue to use services with high line load. In addition, about 30 % of users use "Video Call / Calls with An acquaintance using a web conference tool", and as a result of "20 % of users used in telework", the corona evil. It is presumed that a certain number of users also use online calls and conference tools that require more real -timeability. In addition, the number of users who use mobile routers for "home only" without using them on the go has increased since last year, and the tendency to be used at home time for corona is accelerating further. You can see that. Both mobile routers and home routers are connected from various devices at home, not only for smartphones, but also from PCs, tablets, TVs, game consoles, etc. (see the figure below), and since the new colonavirus infection, after the expansion of the new colonavirus. It is thought to be more indispensable for life than before. As the user's Internet connection environment options are diversified, such as fixed Internet line services such as optical fiber and 5G services for mobile phones that started last year, it is indispensable to improve the satisfaction of communication quality in the future. In this survey, users who have low communication quality for both mobile routers and home routers tend to decrease the intention to continue the Internet with mobile routers and home routers.
In order to maintain and expand the market for future mobile routers and home routers, it will be more necessary to design service design in accordance with the use of the Internet in all devices and services, taking advantage of the characteristics of unnecessary work.。As the stable Internet connection environment is becoming increasingly required in the future, it is expected that mobile routers and home routers will further improve communication quality, such as the use of next -generation communication standards (5G).J.D.Power 2021 Mobile Router / Wireless Home Router Service Customer Satisfaction NO.1) The Comprehensive satisfaction ranking is as follows.[Mobile Router Service Customer Satisfaction Survey] (Sixty brands) No. 1: NTT DOCOMO (616 points) Comprehensive satisfaction for the third consecutive year.The highest evaluation of three factors: "communication quality / area", "terminal / optional service", "procedure and support compatible".2nd place: Rakuten Mobile (586 points) 3rd place: SoftBank (576 points)
[Wireless Home Router Service Customer Satisfaction Survey] (3 targets) No. 1: UQ WiMAX (553 points) Comprehensive satisfaction for the third consecutive year.The highest evaluation of the "various costs" factors.2nd place: au (547 points) 3rd place: SoftBank (520 points)
《J.D.Power 2021 Mobile router service Customer satisfaction survey ℠ J.D.Power 2021 Wireless Home Router Service Customer Satisfaction Survey ℠ Summary ℠ Once a year, listen to the usage status, various experiences, and satisfaction of Wi-Fi router terminals that connect to the Internet using a mobile communication line network. Investigation to This is the ninth year this year. * From 2019, a portable (battery operation) type "Mobile Router" for Wi-Fi router contractors and "Wireless Home Routers" for stationary type Wi-Fi router contractors 2. We are conducting a survey separately. ■ Implementation period: Late April to mid -May ■ Survey method: Internet survey ■ Survey targets: People using mobile routers or wireless home routers (18 to 64 years old, in -house elections) ■ Survey Number of respondents: Mobile Router Service: 1,900 Wireless Home Router Services: 1,100 People Set Factors that affect the Comprehensive Customer Satisfaction, and comprehensively with 1,000 points perfect based on the evaluation of users regarding each factor's detailed evaluation items. Calculate the satisfaction score. Factors that make up customer satisfaction have a large impact on overall satisfaction, in the order of communication quality / area (37 %), "various costs" (25 %), "terminal / optional service" (25 %), "Procedure / support support" (13 %) (in parentheses). * J.D.All surveys in which power publishes the survey results.D.Power was voluntarily planned and implemented as a third party.[Note] This paper is a news material.It is prohibited to convert the information and results posted in this material to advertising and sales promotion activities without our permission.J.D.About power:
J.D.Power (Headquarters: Troy, Michigan, USA) is an international marketing research company in consumer insights, advisory services, and data analysis.For more than 50 years, it is a pioneon that uses big data, AI, and algorithm modeling functions, captures consumer behavior, and provides a sharp industry intelligence on the interaction of customers with brands and products to companies that lead the world.