Countries covered: Canada
This report details the Canada (excluding Quebec) home internet access provision market, estimates customers and revenues overall and by the estimated eight largest suppliers of home internet access services. In addition, customer satisfaction is evaluated on nine standard indicators and one open-ended question for each by a sub-sample of each supplier's own customers. Prophis eResearch bases the reports primary findings on the survey it conducted with 510 residents from English Canada (i.e. excluding Quebec) with home internet access during November and December 2005. The market and customer satisfiaction competitive intelligence information in this report will be valuable to any firm engaged in this space or considering it.
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- Report Overview
- Household Internet Access Provision Market Size
- Narrowband versus Broadband Markets
- Key Factors in Choosing an Internet Service Provider
- Customer Satisfaction
- Customer Retention Drivers
- Internet Service Provider Customer Satisfaction Profiles (Eight Largest English Canadian ISPs)
- Service Provider Profile: Cogeco
- Service Provider Profile: EastLink
- Service Provider Profile: MTS
- Service Provider Profile: Rogers
- Service Provider Profile: SaskTel
- Service Provider Profile: Shaw
- Service Provider Profile: Sympatico
- Service Provider Profile: Telus
- Tables
- Table 1: Average Monthly Spending, Customer Share, and Spend Share by Type of Internet Connection (Survey of 510 English Canadian Resident Home Internet Users, Q4 2005)
- Table 2: Most Important Criteria for Selecting an ISP Overall (Survey of 510 English Canadian Resident Home Internet Users, Q4 2005)
- Table 3: Overall Satisfaction with Current ISP, Average Monthly Spend, and Cost Satisfaction for each of the Eight Largest Canadian Home ISPs (Survey of 510 English Canadian Resident Home Internet Users, Q4 2005)
- Table 4: Customer Retention Likelihood for each of the Largest Eight English Canadian Home ISPs (Survey of 510 English Canadian Resident Home Internet Users, Q4 2005)
- Figures
- Figure 1: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, E-mail storage Importance and Satisfaction Levels Overall (Survey of 510 English Canadian Resident Home Internet Users, Q4 2005)
- Figure 2: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Cogeco
- Figure 3: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with EastLink
- Figure 4 Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with MTS
- Figure 5: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Rogers
- Figure 6: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with SaskTel
- Figure 7: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Shaw
- Figure 8: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Sympatico
- Figure 9: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Telus
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