COVID-19: Impact on Communications and Ent. - September

This deliverable features consumer data and research from a survey fielded in August 2020. Consumer technology industries, especially the entertainment/communications services, content, and devices markets, need thoughtful, strategic research that quantifies the impact of COVID-19 on the market for the next several quarters. As with previous public health incidents, the majority of economic impacts will come from changes and aversions in consumer behaviors. This research addresses short- and long-term questions related to consumer engagement with broadband, pay-TV, and OTT video services, including new subscriptions to and cancellations of leading services. It assesses which behavioral changes are likely short-term in nature and which changes will last.

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Quantified Consumer: COVID-19 Market Impact Studies

Key Questions Answered

Survey Methodology

Defining Heads of Broadband Households

Definitions and Abbreviations

Executive Summary

Industry Insight

COVID-19 Impact on Broadband Service

Likelihood of Making Changes to Broadband Service in the Next 6 Months

Pay-TV & OTT Service Subscriptions

Subscribers Cancelling Service as % of Subscriber Base

Computing Products Purchased or Received Since February 2020, the Beginning of the Pandemic

Impact on Broadband Providers

Broadband Service Adoption & ARPU

COVID-19 Impact on Broadband and Mobile Services

COVID-19 Impact on Broadband Service

Importance of Broadband Service

Changes in Internet Use Since COVID-19 Crisis Began

Reason for Increase in Internet Usage

Broadband Performance Since COVID-19 Began

Steps Taken to Improve Poor Broadband Service

Prevalence of Employer-Subsidized Service Among Remote Workers

Changes to Broadband Service Past 6 months

Increase in Use of Broadband Service During COVID-19

Concern with Paying Internet Bill During COVID-19 Crisis

Timeline of Upgrading Broadband Service

Reasons for Upgrading Broadband Service During COVID-19

Reasons for Switching to a New Broadband Service Provider

Considerations When Switching Broadband Providers

Likelihood of Making Changes to Broadband Service in the Next 6 Months

Concern with Paying Internet Bill During COVID-19 Crisis by Likelihood of Making Changes to Service

Reasons for Intending to Cancel Fixed Broadband Service

Likelihood of Upgrading Internet Speed to 1+ Gbps by Consumer Segments

Consumer Perception of Service Providers

Service Provider Net Promoter Score

Satisfaction with Handling of COVID-19 by Service Provider Type

Satisfaction by Broadband Service Provider Handling of COVID-19

Perceptions of Broadband Service Provider Handling of COVID-19

Perceptions of Mobile Service Provider Handling of COVID-19

Perceptions of Pay-TV Service Provider Handling of COVID-19

Impact on Pay-TV and OTT Services

Pay-TV & OTT Service Subscriptions

Pay-TV and OTT Service Subscription Mix

Pay-TV Adoption by Service Type

Changes Made to Pay-TV Service

Changes Made to Pay-TV Service by Service Type

High Intention to Make Changes to Pay-TV Service

OTT Service Use by Business Model

Number of OTT Service Subscriptions

Use of Ad-Based OTT Video Services

Use of Transactional OTT Video Services

Most Preferred Source to Watch New Movies

Use of Video Services: During vs. After COVID-19

Video Service Cancellations

Subscribers Cancelling Service as % of Subscriber Base

Reasons for Cancelling OTT Services

Drivers to Retain OTT Service Subscribers

Impact of Reduced Content on Pay-TV Service Cancellations

Impact of Live Sports on Pay-TV Service Cancellations

Likelihood of Cancelling an Online Video Service Due to Reduced Content

Impact on CE Product Adoption

Computing and Networking Products Purchased or Received During COVID-19

Entertainment Products Purchased or Received During COVID-19

Reasons for Acquiring Computing and Networking Products

Reasons for Acquiring Entertainment Products

Acquisition Method of Computing and Networking Products Used by Children

Acquisition Method of Entertainment Products Used by Children

Acquisition Method of Computing and Networking Products Used for Working at Home

Appendix

Publish Date: 1Q 2021

Slides: 72


Authored By:
Steve Nason - Research Director
Yilan Jiang - Director
Keshav Jaiswal - Consumer Insights Analyst II

Published by Parks Associates
© February 2021 Parks Associates

All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America.

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