Mobile customer satisfaction and experience: consumer survey

16 January 2023 | Research

Tom Rebbeck

Survey report | PPTX and PDF (12 slides); Excel | Mobile Services

"Price satisfaction is the key predictor of churn in high-income countries, so operators must improve the perceived value for money."


This report provides an analysis of the customer experience of smartphone users in a range of high- and middle-income countries. It uses consumer survey data to assess mobile customer satisfaction KPIs such as Net Promoter Score (NPS) and churn intention, as well as the impact of digital channel usage on satisfaction.

Topics analysed in this report

  • Main drivers of mobile customer experience and how they vary by country and by operator
  • Key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) and customer satisfaction metrics of operators in high- and middle-income countries
  • Assessment of why some operators have better NPSs than others
  • Digitalisation of customer services and its impact on KPIs

Survey data coverage

This survey was conducted in association with Dynata between July and August 2022. The survey groups were chosen to be representative of the mobile-internet-using populations of each country. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents in each country.

Geographical coverage

High-income countries:

  • Australia
  • Canada
  • France
  • Germany
  • Ireland
  • Italy
  • New Zealand
  • Norway
  • Poland
  • Spain
  • Sweden
  • UK
  • USA

Middle-income countries:

  • Malaysia
  • Philippines
  • South Africa
  • Turkey


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Tom Rebbeck

Partner, expert in TMT consumer and business services