Mobile operator customer satisfaction metrics 3Q 2024

This dataset summarises the most-relevant mobile customer experience KPIs for major operators in 18 countries worldwide based on primary research (Analysys Mason's 2024 consumer survey). It provides key metrics that allow comparison between operators, and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a series of reports that focus on mobile customer satisfaction in the different regions covered.

The survey was conducted in association with Dynata and On Device Research in July 2024. The survey groups were chosen to be representative of the mobile-internet-using population in each region. We set quotas on age, gender and geographical spread to that effect. There were 1000 respondents per country, except for those countries in the Middle East and Africa (750) and North America (2000).

Metrics available

• Net Promoter Score (NPS)
• Satisfaction with overall service
• Satisfaction with price
• Satisfaction with network coverage
• Satisfaction with data speed
• Satisfaction with data allowance
• Satisfaction with call and SMS allowance
• Satisfaction with customer service
• Intention to churn from mobile service provider in the next 6 months

Geographical coverage