Connected Consumer Survey 2017: mobile churn and customer satisfaction in Sub-Saharan Africa
05 June 2018 | Research
Survey report | PPTX and PDF (20 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 the Sub-Saharan Africa (SSA) region. In particular, it focuses on respondents' satisfaction with their 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) of operators in Sub-Saharan Africa
- an assessment of why some operators have better NPSs than others
- analysis of the role of bundling additional services on customer retention; how do 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 September 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 was a minimum of 1000 respondents per country, and 3000 respondents in the region.
- South Africa.