Mobile customer satisfaction: consumer survey

This report uses the results of Analysys Mason's annual consumer survey to provide an analysis of how consumers’ satisfaction with their mobile services is changing over time in 18 countries across Asia–Pacific, Europe, the Middle East and Africa and North America.

Topics analysed in this report

• Net Promoter Score (NPS) by operator and country
• Overall satisfaction score by operator and country
• Satisfaction scores for various service elements by operator and country

Survey data coverage

The survey was conducted in association with Dynata in July 2024. The survey groups were chosen to be representative of the internet-using population in the above-mentioned regions. We set quotas on age, gender and geographical spread to that effect. There were at least 750 respondents in each country.

Geographical coverage

• Asia–Pacific (APAC): Australia, Malaysia and New Zealand
• Central and Eastern Europe (CEE): Poland and Turkey
• Middle East and North Africa (MENA): Saudi Arabia and the UAE
• North America (NA): Canada and the USA
• Sub-Saharan Africa: South Africa
• Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden and the UK