Saudi Arabia: consumer survey
28 October 2026 | Research
Survey report | PPTX and PDF; Excel | Fixed Services| Mobile Services
"Zain has caught up with its rivals on NPS, but its high churn intention shows that it now needs to focus on customer loyalty."
Saudi Arabia’s three network operators, stc, Mobily and Zain, compete in both fixed broadband and mobile. Fixed and mobile Net Promoter Scores (NPSs) rose sharply in 2026. Fibre is the most common fixed access technology, but 4G/5G fixed wireless serves more than a fifth of respondents.
This report provides key findings from consumer survey data from Saudi Arabia and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services.
The survey was conducted in association with Dynata in 3Q 2026. The survey group was chosen to be representative of the mobile-internet-using population in Saudi Arabia. We set quotas on age, gender and geographical spread to that effect. There were at least 761 respondents.
Questions answered in this report
- What are the most significant factors that affect NPSs for fixed broadband and mobile operators in Saudi Arabia? Which operators score highly and why?
- What are the most significant drivers of fixed broadband and mobile churn in Saudi Arabia and how can operators approach customer retention?
- What are the mobile and fixed broadband data usage patterns among respondents in Saudi Arabia?
- What are the most popular pay-TV and video streaming services in Saudi Arabia? Which services lead to high satisfaction scores and why?
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Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
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