Malaysia: consumer survey
19 September 2024 | Research
Survey report | PPTX and PDF (8 slides); Excel | Fixed Services| Mobile Services| Video, Gaming and Entertainment
"Speed is a major differentiator for operators’ NPSs in Malaysia’s fixed and mobile markets. "
This report provides key findings from consumer survey data from Malaysia and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services.
The survey was conducted in association with Dynata in July 2024. The survey group was chosen to be representative of the mobile-internet-using population in Malaysia. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents.
Topics analysed in this report
- Net Promoter Scores (NPSs) and customer satisfaction metrics for fixed broadband and mobile operators in Malaysia
- Main drivers of mobile customer satisfaction metrics and intention to churn
- Breakdown of the fixed broadband subscriber base by speed and of mobile users by data allowance
- Operator channels and the link with customer satisfaction
- Penetration and NPS of the most popular streaming video services in Malaysia
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