Connected Consumer Survey 2019: mobile customer satisfaction in Sub-Saharan Africa
06 March 2020 | Research
Survey report | PPTX and PDF (16 slides); Excel | Mobile Services
This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Sub-Saharan Africa (SSA). In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services. The survey was conducted in association with On Device Research.
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) and customer satisfaction metrics of operators in SSA
- an assessment of why some operators have better NPSs than others
- analysis of the role of bundling additional services in 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 survey was conducted in association with On Device Research between August and September 2019. 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 a minimum of 1000 respondents per country, and 3000 in the region.
- South Africa
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