For Consumer Market Research Professionals

A Deep Dive Into Asia Pacific Consumers' Online Behavior

by Olesia Klevchuk, November 18, 2009

For the past four years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. This is a dedicated report about Asia Pacific consumers' online behavior aimed at understanding the changes in this emerging medium. This year's . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: The Triple-Play Landscape In Canada  (530 KB PPT)

by Joost van Kruijsdijk, November 5, 2009

This highlight deck summarizes the key findings related to devices and bundling from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the second survey highlight in a series from the North American . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: The US Triple-Play Landscape  (560 KB PPT)

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings related to bundling from Forrester's North American Technographics Mobile and Telecom Online Survey, Q3 2009 (US). This is the second survey highlight in a series from the North American Technographics Mobile . . .

For Consumer Product Strategy Professionals

WiMAX Services Are Both Complements To And Substitutes For Fixed Broadband

by Doug Williams, October 1, 2009

The wireless broadband technology known as WiMAX is slowly rolling out in markets around the US — and consumers have no idea what it is. But that's not a problem: Despite their lack of familiarity with the technology, consumers do understand the benefits . . .

For Consumer Market Research Professionals

A Deep Dive Into European Consumers' Online Behavior, 2009

Consumers' Uptake Of Social Activities Deepens Their Online Engagement

by Olesia Klevchuk, August 13, 2009

For more than 10 years, Forrester has been tracking consumers' online and offline behavior in Europe. In recent years, we've published a dedicated report about their online behavior to understand the changes in this emerging medium. This year's European . . .

For Consumer Market Research Professionals

Consumer Behavior Online: A 2009 Deep Dive

by Jacqueline Anderson, July 27, 2009

The Internet is embedded more than ever into consumers' lives, and they are not turning back. People's online behaviors are becoming more integrated into their offline interactions, and it's critical that companies understand where and how to reach them . . .

For Consumer Product Strategy Professionals

Building The Perfect Bundle

Use Quantitative Methods To Pinpoint What Consumers Want And How Much They Will Pay

by Doug Williams, June 29, 2009

Bundles have emerged as a strong opportunity for service providers to drive acquisition and improve customer retention, but only 20% of US online consumers subscribe to voice, broadband, and pay-TV service from a single provider. Today's consumers have . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Emerging Uses Of Technology Online Survey, Q1 2009 (US)  (647 KB PPT)

by Joost van Kruijsdijk, June 23, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Emerging Uses of Technology Online Survey, Q1 2009 (US).

For Consumer Product Strategy Professionals

How Consumers Get Online Video To The TV

The Convenience Quotient Reveals The TV-Connected PC Is The One To Watch

by James L. McQuivey, Ph.D., June 8, 2009

Online video has finally come to the living room. Forrester estimates that nearly 9 million homes in the US watch at least some online video on a TV set in a typical month. Why they do so is obvious: They get more control over when they watch their favorite . . .

For eBusiness & Channel Strategy Professionals

Using Channel Satisfaction Data To Build The Business Case For eBusiness

by Carrie Johnson, Elizabeth Davis, May 26, 2009

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .

For Consumer Product Strategy Professionals

Competing Against Fiber In The Most Competitive Markets

US Customer Satisfaction Data Reveals Cable's TV And Broadband Vulnerabilities

by Doug Williams, April 23, 2009

Cable operators are facing stiff competition from telcos that have upgraded their networks with fiber, enabling them to deliver pay TV and faster tiers of broadband service. Customer retention is now critical for cable operators, but where should consumer . . .

For Customer Experience Professionals

The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

by Bruce D. Temkin, April 14, 2009

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions . . .

For Consumer Product Strategy Professionals

Delivering The Holy Grail Of Ubiquitous Broadband

Consumer Adoption Of Outside-The-Home Broadband Will Grow Rapidly Through 2013

by Doug Williams, April 8, 2009

Mobile operators' cellular data access plans are no longer reserved for road-warrior business travelers and super-connected individuals, as consumers are increasingly interested in obtaining broadband outside the home. But mobile operators be warned: . . .

For Consumer Market Research Professionals

Technographics® Insight: A Look At Internet Service Provider Churn In The US  (442 KB PPT)

by Joost van Kruijsdijk, April 3, 2009

This Technographics Insight takes a look at Internet service provider churn in the US.

For Customer Experience Professionals

Customer Experience Index 2008 Snapshot: Internet Service Providers

ISPs Are Not Enjoyable To Work With

by Bruce D. Temkin, March 19, 2009

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) . . .

For Consumer Product Strategy Professionals

Media Trends: Time Spent On The Internet Continues To Grow

by Bobby Tulsiani, March 18, 2009

Driven by the increasing availability of broadband, shift toward digital media, and prevalence of multitasking, time spent on the Internet continues to grow. However, all hours on the Internet are not equal as users primarily split time between communication . . .

For Information & Knowledge Management Professionals

US Telecommuting Forecast, 2009 To 2016

Telecommuting Will Rise To Include 43% Of US Workers By 2016

by Ted Schadler, March 11, 2009

Today, more than 34 million US adults telecommute at least occasionally. Fueled by broadband adoption, better collaboration tools, and growing management experience, the US telecommuting ranks will swell to 63 million by 2016. Those 29 million new telecommuters . . .

For Consumer Product Strategy Professionals

Consumers Are Ready For Home Remote Control

With Entertainment Networks On The Rise, Home Automation Is Next

by Charles S. Golvin, March 10, 2009

Home networks are the foundation of the digital home but are still primarily utilitarian — most networks are erected to share a broadband pipe among multiple PCs, and it's primarily PCs that are connected to them. Yet as consumers accumulate more and . . .

For Customer Experience Professionals

Customer Experience And Loyalty: A Closer Look

Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

by Bruce D. Temkin, March 6, 2009

Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: European Consumer Technology Online Survey, Q4 2008  (494 KB PPT)

by Olesia Klevchuk, Corina Matiesanu, March 4, 2009

This highlight deck summarizes the key findings from Forrester¿s European Consumer Technology Online Survey, Q4 2008. This deck covers Home Networks, Internet connection outside of home, and Customers journey for laptops.

For Consumer Market Research Professionals

Technographics® Survey Highlights: Asia Pacific Technographics Survey, Q4 2008  (512 KB PPT)

by Dia Ganguly, February 25, 2009

This Techographics Survey Highlight takes a look at Internet adoption across Asia Pacific markets in 2008 It examines Internet usage more closely by looking at online retail, online travel, and digital marketing across the Asia Pacific market.

For Consumer Product Strategy Professionals

Casual Home Workers Embrace The Digital Home

Create Seamless Networked Experiences That Bridge The Work/Life Boundary

by Sally M. Cohen, February 19, 2009

Home workers' unique blend of personal and professional technology needs makes them a tech-savvy and potentially lucrative segment of the consumer market for service providers, PC and device manufacturers, and software vendors. But even the casual home . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Customer Experience Online Survey, Q4 2008  (457 KB PPT)

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Customer Experience Online Survey, Q4 2008.

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics PC And Gaming Online Survey, Q4 2008  (369 KB PPT)

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics PC and Gaming Online Survey, Q4 2008.

For Consumer Product Strategy Professionals

The Science Of Churn: When And Why Consumers Switch Service Providers

Consumer Product Strategists At Telcos And Cablecos Can Help With A Proactive Churn-Prevention Strategy

by Sally M. Cohen, January 16, 2009

Churn — the rate at which consumers switch service providers for their home TV, phone, Internet, and bundle services — is a constant concern for product strategists at telcos and cablecos. A better understanding of when and why consumers abandon their . . .