IBM: 52% of users of telecommunications services in Russia are dissatisfied with service

IBM has introduced the results of a study of trends in consumer behavior in the telecommunications segment. 13.000 users in 24 countries1 were interviewed in order to find out what the priorities of consumer users of telecommunications goods and services market in the world context, what kind of experience accumulated by consumers in this area, the sources from which the user receives information about new offerings and the market of communication services as it relates your provider. Data for Russia made ​​a separate report, talking about the next positive trends in the next 2-3 years 31% of respondents intend to increase spending on calls to mobile phone, sms and mms, 17% of users are willing to pay more for calls from landline phone, 26% will increase the amount of funds allocated to the family budget for Internet access. This article is supported by high interest costs of Russian consumers to Internet content: daily 41% of respondents of all ages in Russia had access to live video, 40% consume audio content (music, radio, online). Video services, content that is created by the users (eg, YouTube), scan 40% of users of all ages, but in a group of 25 to 40 years, the percentage is even higher - 50%. This video is transmitted or downloaded at least once a week, 91% of users of all ages. According to the research, Russian consumers are willing to increase spending on telecommunications services. Thus, the cost of mobile services, according to respondents, will occupy the fourth place - after spending bills for public utilities, recreation and transportation. Accounts for the Internet in the ranking of consumer priorities occupy the seventh place, after spending on electricity and food. Cost of fixed telephone users assign a tenth place. Along with the willingness to spend more on communication and other basic services, the Russian consumer has demonstrated the desire to reduce the cost of entertainment venues (theaters and restaurants) and sports. In general, the telecommunications market in Russia, compared to other emerging markets, much faster recovered from the events 2008 - The trend in developed countries is quite the opposite: according to a study IBM, the consumer will cut back their spending on all counts, including telecommunications services. However, the survey data shows IBM complicated relations of the Russian consumer telecommunications services and providers on the one hand, the user willing to increase spending on telecommunications services, but on the other hand, 52% dissatisfied with their quality - such as wireless Internet most of the time available for only 58% of respondents. Relationship, most often deteriorate because of the money - 15% of respondents believe that for the services they are overpaid. Modern user who has gone through a financial crisis in 2008, fits very rationally to the question of to whom and how much to pay. When asked what services the provider respondents reported using most often, 28% of Russian Internet users called MTC, 22% of the votes were cast Beeline and Megafon , Rostelecom is the third - from 16% of Russian consumers svyazi.2 In the analysis of age picture of leadership is changing preferences: the users up to 34 years, the undisputed leader Tele2 (under 25 years of service providers that are 23%, from 25 to 34 years - 34%). Second place in the same age categories in MegaFon (18% and 31% respectively), the third - in MTC (18% and 28%). At the age of 35 to 39 years of favoring Megafon and Beeline (12% of the vote), but 11% choose Rostelecom, which recaptures the position at the interval after age 40 years in this age group use the services of the operator, 37% (21% - after 50 years). 33% of users after 40 Beeline prefer (and 17% among those who after 50), 29% - MTC (and 18% among those who after 50).