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Connected Consumer Survey 2018: mobile customer satisfaction in the Middle East and North Africa

05 March 2019 | Research

Karim Yaici

Survey report | PPTX and PDF (17 slides); Excel | Mobile Services

"Customers in the Middle East and North Africa that are intending to make changes to their mobile plan are looking for lower prices, better perceived value and larger data allowances in their next tariff."

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 Middle East and North Africa (MENA). 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 the Middle East and North Africa
  • 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.


The research was conducted between August and October 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 750 respondents per country, and 4500 respondents in the region.


  • Morocco
  • Oman
  • Qatar
  • Saudi Arabia
  • UAE

USD 4999

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