South Africa: consumer survey
17 September 2024 | Research
Survey report | PPTX and PDF (8 slides); Excel | Fixed Services| Mobile Services| Video, Gaming and Entertainment
"Enhanced in-home Wi-Fi coverage and service reliability are emerging as important differentiators for improving customer satisfaction and reducing churn."
This report provides key findings from consumer survey data from South Africa 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 July 2024. The survey group was chosen to be representative of the mobile-internet-using population in South Africa. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents.
Topics analysed in this report
- Net Promoter Scores (NPSs) and customer satisfaction metrics for fixed broadband and mobile operators in South Africa
- Main drivers of mobile customer satisfaction metrics and intention to churn
- Breakdown of the fixed broadband subscriber base by speed and of mobile users by data allowance
- Operator channels and the link with customer satisfaction
- Penetration and NPS of the most popular streaming video services in South Africa
Author
Martin Scott
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