Mobile operator customer satisfaction metrics 3Q 2023

04 August 2023 | Research

Martin Scott

Tracker | Excel | Mobile Services

"This tracker provides details on Net Promoter Score, churn intention and satisfaction with a number of elements of the mobile service experience."


This data set summarises the most-relevant mobile customer experience KPIs for major operators in 24 countries worldwide based on primary research (Analysys Mason's 2023 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 and August 2023. 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


  • South Africa

Central and Eastern Europe

  • Poland
  • Turkey

Developed Asia–Pacific

  • Australia
  • New Zealand

Emerging Asia–Pacific

  • Malaysia

Middle East

  • Kuwait
  • Oman
  • Qatar
  • Saudi Arabia

North America

  • Canada
  • USA

Western Europe

  • France
  • Germany
  • Italy
  • Ireland
  • Norway
  • Spain
  • Sweden
  • UK


Log in

Log in to check if this content is included in your content subscription.

connected consumer services

Consumer survey

Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans

Read more

Trackers and data sets

Analysys Mason tracks and analyses changing telecoms metrics.

Read more