Mobile customer satisfaction: consumer survey

29 March 2023 | Research

Erik Ottosson

Survey report | PPTX and PDF (32 slides) | Mobile Services

"In many countries, satisfaction score for service attributes are very similar between operators, suggesting there is a need for differentiation."


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

Topics analysed in this report

  • NPS by operator and country
  • Overall satisfaction score by operator and country
  • Satisfaction scores by service attributes, operator and country

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

  • Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden and the UK
  • Central and Eastern Europe (CEE): Poland and Turkey
  • North America (NA): Canada and the USA
  • Developed Asia–Pacific (DVAP): Australia and New Zealand
  • Emerging Asia–Pacific (EMAP): Malaysia and the Philippines
  • Africa: South Africa



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