Mobile customer satisfaction and churn in Europe and the USA: consumer survey

21 February 2022 | Research

Matt Small

Survey report | PPTX and PDF (10 slides); Excel | Mobile Services

"Price satisfaction has regained its position as the dominant driver of customer satisfaction, but clear opportunities for differentiation remain."


This report provides an analysis of the customer experience of smartphone users in Europe and the USA. It uses consumer survey data to assess customer satisfaction KPIs such as the Net Promoter Score (NPS) and churn intention.

Topics covered in this report

  • Insights from our consumer survey of 11 000 respondents in 10 different countries
  • Customer experience KPI benchmarks (including Net Promoter Score (NPS) and intention to churn)
  • Major drivers of customer experience

Survey details

The survey was conducted in association with Dynata between August and September 2021. The survey groups were chosen to be representative of the internet-using population in Europe and the USA. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country (2000 for the USA).

Geographical coverage

  • France
  • Germany
  • Ireland
  • Italy
  • Poland
  • Spain
  • Sweden
  • Turkey
  • UK
  • USA


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