South Africa: consumer survey
27 October 2026 | Research
Survey report | PPTX and PDF; Excel | Fixed Services| Mobile Services
"The mobile market may be stagnant, but operators must not become complacent; a dynamic new offering or price plan could be very damaging to the status quo."
South Africa’s mobile market is extremely stable; customers give almost identical ratings to the three main operators. The fixed market is much more dynamic: MTN is doing well at winning customers and keeping satisfaction up.
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 3Q 2026. 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 1004 respondents.
Questions answered in this report
- What are the most significant factors that affect Net Promoter Scores (NPSs) for fixed broadband and mobile operators in South Africa? Which operators score highly and why?
- What are the most significant drivers of fixed broadband and mobile churn in South Africa and how can operators approach customer retention?
- What are the mobile and fixed broadband data usage patterns among respondents in South Africa?
- What are the most popular pay-TV and video streaming services in South Africa? Which services lead to high satisfaction scores and why?
USD1649
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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
Authors
Dev Chakravarty
Consultant