Mobile customer satisfaction and churn in the Middle East: consumer survey

24 November 2022 | Research

Survey report | PPTX and PDF (8 slides); Excel | Mobile Services

"Operators in the Middle East should nurture a sense of value for money for their tariffs and should enhance their network performance to improve customer satisfaction."


This report uses consumer survey data to analyse customer satisfaction KPIs such as Net Promoter Score (NPS) and churn intention among smartphone users in the Middle East.

Topics analysed

  • Customer experience KPIs (including NPS and intention to churn)
  • Main drivers of mobile customer experience and how they vary by country and by operator
  • Key factors that influence consumers' intention to churn
  • Why some operators have better NPSs than others

Survey coverage

The survey was conducted in association with On Device Research between July and August 2022. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There were 750 respondents per country and 3000 in the region.

Geographical coverage

  • Kuwait
  • Oman
  • Saudi Arabia
  • UAE


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