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Connected Consumer Survey 2018: mobile customer satisfaction in Australia and New Zealand

20 February 2019 | Research

Stephen Sale Rémy Pascal

Survey report | PPTX and PDF (15 slides); Excel | Mobile Services

"Satifaction with customer service and network coverage are major predictors of customers' willingness to promote and, therefore, NPS."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Australia and New Zealand. 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 the 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 Australia and New Zealand
  • 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.


The research was conducted between August and September 2018. 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 2000 respondents in the region.


  • Australia
  • New Zealand

USD 4999

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