Mobile customer satisfaction: consumer survey

25 March 2024 | Research

Eulalia Marin

Survey report | PPTX and PDF (35 slides) | Mobile Services

"Price satisfaction is the main predictor of NPS, but network coverage and customer service are also important."


This report uses the results of our consumer survey to provide an analysis of mobile customer satisfaction trends.

Topics analysed in this report

  • Net Promoter Score (NPS) by operator and country
  • Overall satisfaction score by operator and country
  • Satisfaction scores by service attributes, operator and country

Survey data coverage

The survey was conducted in association with Dynata and On-Device Research between July and August 2023. 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

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



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