Consumer Agency's Satisfaction Survey Results for 1,800 Participants
[Asia Economy Reporter Lim Chun-han] Consumer satisfaction with online video services (OTT) was surveyed to have an average score of 3.55 out of 5.
On the 25th, the Korea Consumer Agency announced that it conducted a satisfaction survey on six OTT providers targeting 1,800 consumers who had experience using OTT services from April 20 to 29, and the results showed this.
By company, Netflix scored the highest with 3.69 points, followed by TVING (3.65 points), Watcha (3.63 points), U+ Mobile TV (3.44 points), Season (3.43 points), and Wavve (3.43 points). This is a comprehensive satisfaction score, calculated by reflecting 50% each of satisfaction in three major categories and overall satisfaction.
By category, satisfaction with service quality throughout the entire service delivery process was the highest with an average of 3.60 points. Service experience satisfaction, which is the subjective feeling during the service experience, averaged 3.55 points, and service product satisfaction, which is the satisfaction level with the product and core service, was 3.43 points. In particular, satisfaction with price benefits, one of the factors composing the service product, was relatively low at an average of 3.24 points. Satisfaction with content and communication/promotion were 3.58 points and 3.45 points, respectively.
Regarding OTT usage period, '1 year or more but less than 2 years' accounted for the largest share at 31.7%, followed by 'less than 1 year' (28%) and '2 years or more but less than 3 years' (17.1%). 53.6% of respondents answered that they use other OTT providers besides their main one. Among them, 57.7% used Netflix together, followed by Wavve (23.5%) and TVING (22.9%).
Among consumers who mainly use Netflix and Watcha, 34.7% and 49.7% respectively said they enjoy watching movies. Wavve users mainly watched terrestrial broadcasts (51%), TVING users watched cable broadcasts (47.7%), and Season and U+ Mobile TV users mainly watched live broadcasts (30% and 27%, respectively). Regarding usage frequency, '3 to 4 days or more per week' accounted for 75.9%, and daily usage reached 33.1%.
The Consumer Agency pointed out, "24.6% of respondents said they watch for more than 5 hours on average during weekends or holidays," adding, "It is necessary to pay attention to viewing habits such as binge-watching."
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