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Connected Consumer Survey 2017: mobile customer satisfaction and churn in emerging Asia–Pacific

19 June 2018 | Research

Stephen Sale

Survey report | PPTX and PDF (19 slides); Excel | Mobile Services

"Network performance – both coverage and speed – is the main driver of customer experience in emerging Asia–Pacific."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in emerging Asia–Pacific (EMAP). In particular, it focuses on the drivers of customer satisfaction and churn in consumer mobile services. The survey was conducted in association with On Device Research.


  • insight into the main drivers of mobile customer experience and how they vary by country and by operator
  • analysis of the key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) of operators in emerging Asia–Pacific
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention; how do new service-based pricing models affect KPIs?
  • insight into the role of digitalising customer services and its impact on KPIs.

Survey data coverage:

The research was conducted between August and September 2017. The survey groups were chosen to be representative of the mobile-Internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There was a minimum of 1000 respondents per country, and 5000 respondents in the region.

Geographical coverage:

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand
  • Vietnam

USD 4999

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