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Connected Consumer Survey 2017: mobile customer satisfaction and churn in the Middle East and North Africa

Karim Yaici Senior Analyst, Research
Stephen Sale Research Director, Consumer Services

"Operators in the Middle East and North Africa continue to have clear opportunities to monetise increased data consumption, despite some sensitivities around pricing."

This report uses Analysys Mason's Connected Consumer Survey to identify the drivers of customer service for mobile users in the Middle East and North Africa (MENA). In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services.

This report provides:

  • 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 MENA
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention, and how 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 October 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 were 4500 respondents in the region.

Geographical coverage:

  • Morocco
  • Oman
  • Qatar
  • Saudi Arabia
  • United Arab Emirates (UAE)