Saudi Arabia: consumer survey

13 December 2022 | Research

Survey report | PPTX and PDF (6 slides); Excel | Mobile Services

"Mobily and Zain improved their NPSs in 2022 but they still lag behind stc, especially in terms of satisfaction with network coverage."


This report provides key findings from consumer survey data from Saudi Arabia and gives an analysis at the operator level. It covers mobile services only.

The survey was conducted in association with On Device Research (ODR) between July and August 2022. 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 750 respondents.

Topics analysed in this report

  • Net Promoter Scores (NPSs) and customer satisfaction metrics for mobile operators in Saudi Arabia
  • Main drivers of mobile customer satisfaction metrics and intention to churn
  • Breakdown of mobile users by data allowance
  • Operator channels and the link with customer satisfaction


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