Countries covered: United States
This report details the US home internet access provision market, estimates customers and revenues overall and by the estimated twenty largest suppliers of home internet access services. In adddition, 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 2037 US residents 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
- US Household Internet Access Provision Market Size and Share by ISP
- Key Factors in Choosing an Internet Service Provider
- Customer Satisfaction
- Customer Retention Drivers
- Internet Service Provider Customer Satisfaction Profiles
- Service Provider Profile: Adelphia
- Service Provider Profile: Alltel
- Service Provider Profile: AOL
- Service Provider Profile: AT&T (now merged with SBC)
- Service Provider Profile: BellSouth
- Service Provider Profile: Cable One
- Service Provider Profile: Charter
- Service Provider Profile: Comcast
- Service Provider Profile: Cox
- Service Provider Profile: EarthLink
- Service Provider Profile: Frontier
- Service Provider Profile: Juno
- Service Provider Profile: MSN
- Service Provider Profile: NetZero
- Service Provider Profile: Optimum
- Service Provider Profile: PeoplePC
- Service Provider Profile: Road Runner
- Service Provider Profile: SBC Communications (now merged with AT&T)
- Service Provider Profile: Verizon
- Service Provider Profile: Yahoo!
- Tables
- Table 1: Estimated Monthly Average Spend, Estimated Customer Share, Estimated Number of Customers, Estimated Share of Spend, and Annual Revenues for 20 Largest US Household Internet Service Providers (Source: Survey of 2037 US Home Internet Users, Q4 2005, and Estimates based on US Census Figures)
- Table 2: Average Monthly Spending, Customer Share, and Spend Share by Type of Internet Connection (Survey of 2037 US Home Internet Users, Q4 2005)
- Table 3: Most Important Criteria for Selecting an Internet Service Provider Overall, by Dial-up Customers Only, and by High-Speed Customers Only (Survey of 2037 US Home Internet Users, Q4 2005)
- Table 4: Overall Satisfaction with Current ISP, Average Monthly Spend, and Cost Satisfaction for each of the Largest US Home Internet Service Providers (Survey of 2037 US Home Internet Users, Q4 2005)
- Table 5: Customer Retention Likelihood for each of the Largest US Home Internet Service Providers (Survey of 2037 US 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 2037 US Home Internet Users, Q4 2005) 12
- 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 Adelphia 16
- 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 Alltel 17
- 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 AOL 18
- 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 AT&T 19
- 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 BellSouth 20
- 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 Cable One 21
- 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 Charter 22
- 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 Comcast 23
- Figure 10: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Cox 24
- Figure 11: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with EarthLink 25
- Figure 12: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Frontier 26
- Figure 13: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Juno 27
- Figure 14: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with MSN 28
- Figure 15: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with NetZero 29
- Figure 16: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Optimum 30
- Figure 17: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with PeoplePC 31
- Figure 18: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Road Runner 32
- Figure 19: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with SBC Communications 33
- Figure 20: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Verizon 34
- Figure 21: Reliability, Speed, Ease-of-use, Anti-virus, Technical support, Anti-spam, Low cost, Content filtering, and E-mail storage Importance and Satisfaction with Yahoo! 35
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