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Connected Consumer Survey 2016: mobile churn and customer satisfaction in emerging Asia–Pacific

10 April 2017 | Research

Stephen Sale

Survey report | PPTX and PDF (35 slides); Excel | Mobile Services

"High levels of competition in emerging Asia–Pacific seem to have become normalised, and customers simply expect their next plan to offer better value."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in the emerging Asia–Pacific (EMAP) region. In particular, it focuses on respondents' satisfaction with their mobile services.

This report answers the following questions:

  • How do churn levels differ between countries and operators? Which factors seem to affect churn decisions? What are churners looking for in their next tariff?
  • What is the Net Promoter Score (NPS) of different operators? What seems to affect it? How do operators perform in different parts of the country, and which demographics are they strong in?
  • How does data consumption correlate with customer satisfaction?
  • How do different data pricing strategies affect customer experience and satisfaction?

Survey data coverage:

The research was conducted in October and November 2016. The survey groups were chosen to be representative of the mobile-Internet population in the region. We set quotas on age, gender, employment, and regional demographics to that effect. There was a minimum of 1000 respondents per country, and 4000 respondents in the region.

Geographical coverage:

  • Indonesia
  • Malaysia
  • Philippines
  • Vietnam

USD 4999

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