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."

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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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