Table of Contents
Page #
Introduction1
    Objectives
1
    Methodology
2
Executive Summary3
    Strategic Opportunities
4
    Communications Heavy Users
4
    One Stop Shopping
5
    Internet Users
5
    Internet Usage Large and Growing
5
    Internet Service Provider Consolodation
5
    Vulnerability of ISP Market Leader
6
    Good Customer Service Generates Market Share
6
    LD Carriers not as Successful as LECs in providing ISP Service
7
    E-Commerce
7
    Long Distance Service
8
    Local Telephone Service
9
    Wireless Service
9
    Cable/Satellite TV Service
10
    Paging Service
10
Overview13
Research Findings15
  1. PC Use and Internet Use
15
  1. Purchasing Via the Internet
15
  1. Internet Service Provider
37
  1. Long Distance Service
47
  1. Local Telephone Service
55
  1. Wireless Service
60
  1. Paging Service
70
  1. Cable/Satellite TV Service
78
  1. Heavy Users/Multiple Service Users
85
  1. Small Company Employees
94
  1. Demographics
103
  1. International
108


Overview
Internet users represent a major source of revenuw, not just for ISPs but for a variety of products and services. A large percentage of Internet users use, not just ISP and phone services, but wireless, cable/satellite, and paging services too.
Chart 1
Communications Service Chart 1
Internet users, on average, spend $225.28 per month for the communications services they use. They spend the most for Long Distance and least for paging.
Chart 2
Communications Service Chart 2
There is considerable churn within several communications markets. Internet users most frequently change their Long Distance company but also frequently change their ISPs. They less frequently change Wireless companies.
Chart 3
Type of Service Chart 1
Among the various communications services, Internet users are most satisfied with their Long Distance carrier and ISP. They are least satisfied with their cable/satellite provider.
Chart 4
Type of Service Chart 2
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