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Connected Consumer Survey: mobile operator customer satisfaction metrics 3Q 2020

01 December 2020 | Research

Data | Excel | Mobile Services


This dataset summarises the most relevant mobile customer experience KPIs for major operators in 24 countries based on primary research (Analysys Mason's Connected Consumer Survey 2020). 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 focused on mobile customer satisfaction in the different regions covered.

The survey was conducted in association with Dynata and On Device Research between August and September 2020. 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 were 1000 respondents per country, except for Oman (750) and Indonesia, Malaysia, Philippines and Thailand (1500 each).

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


  • Egypt
  • Kenya
  • Nigeria
  • South Africa

Central and Eastern Europe

  • Poland
  • Turkey

Developed Asia–Pacific

  • Australia
  • New Zealand
  • South Korea

Emerging Asia–Pacific

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand

Middle East

  • Kuwait
  • Oman
  • Qatar
  • Saudi Arabia

North America

  • USA

Western Europe

  • France
  • Germany
  • Italy
  • Spain
  • Sweden
  • UK


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connected consumer services

Connected Consumer Survey

Analysys Mason's Connected Consumer Survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans.

Read more