Telecommunications Industry
Specialized market research for telecommunications companies, helping you understand customer behavior, optimize service quality, and navigate the evolution to 5G and advanced digital services in Indonesia.
The Telecommunications sector is a constantly evolving industry, characterized by high service penetration, intense competition, and the rapid evolution of technology, such as the adoption of 5G and Fiber to the Home. Market research in telecommunications is crucial for understanding customer behavior, service preferences, and perceptions of operators.
Telecom companies require accurate insights to optimize package offerings, improve service quality, and maintain customer loyalty in a dynamic market. Our research identifies factors that drive customer satisfaction and loyalty, barriers to switching providers, and preferences for package features and pricing.
Our Telecommunications Research Services
Specialized research methodologies designed for the dynamic telecommunications industry
Customer churn prevention analysis, service satisfaction (CSS), and brand perception research.
Network quality assessment, coverage analysis, and infrastructure optimization research.
Testing for data, voice, or internet service packages and new technology adoption like IoT.
Analysis of customer journey in selecting and using telecommunication services and packages.
Research on 5G adoption, Fiber to the Home, and emerging telecommunication technologies.
Mobile self-care apps, content streaming, and cloud services evaluation and optimization.
Network Performance & Quality of Service
Customer perceptions of network quality (latency, coverage, and reliability) are assessed through field-based use tests, where we recruit authentic respondents to test voice calls, data access, and signal stability in various locations. This empirical data maps blind spots and potential areas for infrastructure improvement.
- Field-based network quality testing and assessment
- Coverage mapping and blind spot identification
- Signal stability and reliability analysis
- Infrastructure investment priority recommendations
Churn & Retention Analysis
We conduct in-depth interviews and focus group discussions with both former and active customers to reduce churn rates and increase loyalty. By analyzing drivers of churn and value perception, our research generates recommendations for retention programs, such as loyalty rewards, service bundling, or call center customer experience improvements.
- Churn driver identification and analysis
- Customer value perception assessment
- Retention program development and optimization
- Customer experience improvement strategies
Digital Services & Value-Added Features
Digital Services & Value-Added Features, such as mobile self-care apps, content streaming, or cloud services, are evaluated through usability testing to compare interfaces, payment flows, and security features. We recruit representative respondents to collect data on UX, NPS, and CSAT, enabling you to refine digital products and increase user engagement.
- Mobile self-care app usability testing
- Content streaming service optimization
- Payment flow and security feature evaluation
- User engagement and satisfaction measurement
Key Benefits
How our telecommunications research drives customer satisfaction and business growth
Develop more attractive services and packages
Increase customer retention and reduce churn rates
Expand customer base through targeted strategies
Optimize network infrastructure investments
Improve customer experience and satisfaction
Maintain competitive edge in dynamic markets
We offer end-to-end services that include research instrument design, respondent recruitment, field and digital data collection, statistical analysis, and comprehensive reports with strategic recommendations. By leveraging the latest research technology, we facilitate accurate data collection, which yields clear strategic recommendations.
The main benefit of this research is the ability to develop more attractive services and packages, increase customer retention, and expand the customer base. The research results provide valid data on mobile data usage, customer service experiences, and willingness to pay for higher internet speeds. This helps telecommunication companies adapt quickly to market changes, improve the customer experience, and maintain a competitive edge.
Ready to Strengthen Your Network?
Let's discuss how our specialized telecommunications research can help you improve customer satisfaction and reduce churn rates.