In search of [network] excellence: a 12-country survey finds Asia cellular users are more demanding than ever of their mobile operator, with more than 25% thinking about changing networks for more competitive prices and better coverage

Telecom Asia, June, 2004 by Joseph Waring

Satisfied--but still room for churn
Likelihood of changing network in next 6 months

Very likely      3.5%
Quite likely    12.5%
Not likely      73%
Don't know      11%

Source: TNS Asia Telecoms Index

Note: Table made from pie chart.

Focused on price and quality
Main reasons for wanting to change network

Uncompetitive pricing     22%
Poor coverage             17%
Bad reception             14%
Bad customer service       6%
Billing problems           5%
Poor roaming               2%

Source: TNS Asia Telecoms Index

Note: Table made from bar graph.

Key factor for changing network

Australia   Uncompetitive pricing   (31%)
China       Bad reception           (20%)
India       Bad customer service    (17%)
Korea       Uncompetitive pricing   (35%)
Malaysia    Poor coverage           (37%)
Singapore   Uncompetitive pricing   (48%)
Vietnam     Poor coverage           (31%)

Source: TNS Asia Telecoms Index

Searching for clarity and low cost
Key criteria for selecting a new mobile network

Superior reception           18%
More competitive charges     15%
Superior coverage            10%
Good customer service         5%
Good promotion                4%
More services/apps            3%
Friends family on network     3%
Subsidized handsets           1%

Source: TNS Asia Telecoms Index

Note: Table made from bar graph.

Paying for added value
Applications usage by payment method

                                       pre-paid   post-paid

SMS                                    70%        84%
Download ringtones                     44%        55%
Browse Internet                        8%         26%
Download games                         15%        20%
Search yellow pages/directories        13%        24%
Subscribe to news or notices           9%         17%
Send/receive photos                    11%        16%
Download/listen to music               13%        11%
Send/receive emails w/ attachments     4%         11%
Use text instant messaging             10%        5%
Conduct online banking/stock trading   2%         10%
Shop at Internet store                 2%         5%

Source: TNS Asia Telecoms Index