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With more than $1.5 trillion spent on marketing and communications worldwide, there are significant incentives for service providers to take a hard look at all facets of customer experience in order to optimize acquisition, retention, satisfaction, and revenue generation. Nowhere is that more critical than the technology-driven, interconnected communications services market, where every part of the industry ecosystem (device manufacturers, network equipment providers, ISVs, firmware enablers, component suppliers, carriers, and channels) have to be unified and aligned to deliver on brand promises and user experiences.
| Cable & satellite TV |
Among households with cable service, 35% have multiple DVR boxes in 2011, a 25% jump from 28% in 2010. Among households with satellite service, this figure has increased 12%, to 45% in 2011 from 40% in 2010.
source »Among households with satellite TV service, study data indicates 64% in 2011 have DVR boxes, up 8% from 59% in 2010. In addition, the proportion of households with more than one DVR box has notably increased.
source »Among younger adults, the average amount of weekly TV viewing has slightly declined in the past year (by 23 minutes for adults 18-24 and a more significant 59 minutes for those 25-34). However, average time watching TV has risen for all age brackets 35 and up, especially among adults 65 and older (a two-hour jump).
source »Asians had the highest rate (65%) of US wired cable TV access during Q1 2011, according to The Nielsen Company Q1 2011 Cross-Platform Report. African-Americans closely followed with 63% access, while Hispanics had the lowest cable TV access (51%).
source »Average monthly billing for triple-play customers, those subscribing to telephone, television and internet service, climbed 6% to $149.52 in 2011 from $140.90 in 2010.
source »Despite the rise of the internet and other competing entertainment technologies, TV remains extremely popular with the American public, according to a study released in October 2011 by The Nielsen Company. Results from “Cross-Platform is the New Norm” indicate that during Q2 2011, adults 18 and up were watching 40 more minutes of TV a week (35 hours and 37 minutes) than in Q2 2010 (34 hours and 58 minutes).
source »Digital TV Research forecasts that the number of pay DTH homes will be 195 million across 73 countries by end-2016, up from 139 million at the end of 2010. The Satellite TV Forecasts report estimates that penetration was 10.3% of TV households at end-2010, and will reach 13.1% by 2016.
source »During Q2 2011, the average DVR household timeshifted 11 hours and 18 minutes of prime time TV, or 12.1% of the total. The amount of timeshifted TV has been steadily climbing since Q2 2006, when the average DVR household timeshifted one hour and 56 minutes of prime time TV, or 2% of total prime time TV viewed.
source »DVR viewers are actually more likely to co-view content than watch it alone. DVR’s total reach of adults 18-49 watching TV alone is 9.42%, compared to 11.71% of those watching TV with a partner or spouse, 10.96% of adults watching TV with their children, and 5.61% of those watching TV with other people.
source »Filipinos are the most likely to tune in to daytime television – more than one in five (22%) watch television between 12pm and 2pm.
source »For the majority of countries in Asia Pacific, official primetime television starts at 6pm and finishes at 11pm*. Taking a closer look at viewing habits around the Asia Pacific region, however, the time slot when the bulk of viewers tune in is between 8pm and 9pm, when close to one third of the Asia Pacific# population (32%) is watching television. The first hour of primetime, from 6pm to 7pm, garners the fewest number of viewers, with only around one in five (21%) watching television at that time.
source »Growth in residential television service revenues is being fueled by increased penetration of DVR hardware and additional viewing services, according to the J.D. Power and Associates 2011 US Residential Television Service Satisfaction Study. DVR subscriptions among residential TV customers with cable service have grown to 45% in 201, up 18% from 38% in 2010.
source »In addition, 39% of viewers who watch 10 or more hours of VOD per month consider themselves loyal to their provider, while the average among non-VOD users is 31%.
source »In Q2 2011, 57% of men and 49% of women co-viewed prime time broadcast TV. Compared to 1992, the percentage of men has dropped 12% from 65% and the percentage of women has dropped 20% from 61%. However, compared to Q2 2006, the percentage of men has risen 7.5% from 53% and the percentage of women has risen 9% from 45%.
source »Malaysia has the largest proportion of late night viewers, with one quarter of Malaysians still watching television between the hours of 11pm and midnight
source »Meanwhile, Hispanics led in access to both satellite TV (35%) and broadcast TV only (15%). Asians also had the highest rate of access to telco-based TV (9%), although only three percentage points separated the highest and lowest access rates to this TV technology.
source »More recently, the average DVR household timeshifted 10 hours and 46 minutes of prime time TV in Q2 2010, or 11.5% of total prime time viewing. Further demonstrating the growing penetration of DVRs, in 2006 just 2.2% of adults age 18-49 watched two shows that aired in the same time period. By Q2 2011, this percentage had more than tripled to 7%. Nearly 40% of US households have a DVR.
source »New Zealand and Australia have the highest proportion of viewers tuning in at any particular time – on average, 40 percent of New Zealanders and Australians watch television between the hours of 8pm and 9pm, closely followed by the Philippines with 39 percent
source »New Zealand has the highest number of viewers outside of the 8pm to 9pm peak time – between 7pm and 8pm 39 percent of New Zealanders tune in to their televisions and the 6pm to 7pm time slot also enjoys around 35 percent of New Zealand viewers
source »Slightly more than nine in 10 (91%) TV households paid for a TV subscription in September 2011. Less than 1% of TV households have canceled a subscription, while about 3% have dropped broadband cable service and 6% have changed cable providers. Nielsen data indicates only 3% of US households do not have a TV.
source »South Korea has the latest viewing peak, with the highest proportion of viewers (26%) tuning in between 10pm and 11pm
source »The number of US households subscribing to pay TV video services declined by a total of nearly 370,000 in the second quarter, with cable operators taking the biggest hit, according to the IHS Screen Digest. However, total cable RGUs, or individual service subscriber contracts, actually rose by 238,000 on the strength of increased subscriptions for non-video services.
source »The study also found that television continues to dominate the use of media among children, with figures suggesting that among all income groups, 30% of kids aged 0 to 1 have a TV in their room, 44% from 2 to 4 years and 47% from 5 to 8. Up to 29% of children from 5 to 8 years old use a computer several times a week.
source »The study also states that when it comes to education and educational content, 23 percent of children among the ages of 5 to 8 turn to watching it on TV, while 8 percent turn to computer games and programmes, and 7 percent play games on cell phones, tablets and other digital devices.
source »The study finds that video-on-demand (VOD) was a bright spot for service providers in 2011. VOD viewership rose a little more than 10%, to 39% from 35% in 2010, among cable subscribers, and 12.5%, to 18% from 16%, among satellite subscribers.
source »The study measures customer satisfaction with cable, satellite and Internet protocol (IPTV) television providers in four regional segments: North Central, East, West and South. In each segment, six factors are measured to determine overall customer satisfaction: programming; performance and reliability; customer service; cost of service; billing; and offerings and promotions.
source »While the US prime time (8-11 PM) TV audience has remained fairly consistent at around 200 million since the 2001-02 TV season, previously released historical data from The Nielsen Company indicates the makeup of prime time programming has changed significantly. Most notably, reality TV was much more popular in the 2010-11 season (Sept. 20, 2010 – August 28, 2011) than it was 10 years ago, even though it is down from its peak popularity levels.
source »Women hold the advantage in co-viewing cable TV, with 44% co-viewing in Q2 2011 compared to 41% of men. Rates have dropped more substantially since 1992 than for broadcast TV, with the percentage of women declining 32% from 65% and the percentage of men dropping 23% from 53%. However, since Q2 2006, the percentage of women has climbed 10% from 40% and the percentage of men has risen 14% from 36%.
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