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."


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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