UAE: consumer survey

18 December 2023 | Research

Mary Saunders

Survey report | PPTX and PDF (7 slides) | Fixed Broadband Services| Mobile Services| Video, Gaming and Entertainment


"Mobile and fixed operators in the UAE can improve customer satisfaction by upgrading network quality and, by extension, price satisfaction."

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This report provides key findings from consumer survey data from the United Arab Emirates (UAE) 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 2023 and August 2023. The survey group was chosen to be representative of the mobile-internet-using population in the UAE. 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 the UAE
  • 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
  • The feature sets that will need to be adapted in order to defend against future churn
  • Penetration and NPS of the most popular digital gaming and streaming video services in the UAE

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