UAE: consumer survey
27 October 2026 | Research
Survey report | PPTX and PDF; Excel | Fixed Services| Mobile Services
"The market average NPS of 49 for both fixed and mobile is extremely high by international standards, but operators in the UAE have some unique challenges."
Fixed-broadband Net Promoter Scores (NPSs) in the UAE are strong across Etisalat and du, yet nearly one quarter of respondents intend to switch. Mobile churn intention has fallen, while large allowances and eSIM use are widespread.
This report provides key findings from consumer survey data from the 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 3Q 2026. 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 766 respondents.
This report:
- benchmarks the NPS, satisfaction and churn risk of UAE’s leading fixed and mobile operators
- assesses broadband speed adoption and differences in customer experience by access technology
- identifies the service attributes with the strongest relationships with NPS and intention to churn
- tracks mobile data allowances, eSIM adoption and customer tenure
- examines usage, payment models and NPS for leading streaming video and pay-TV services.
USD1649
Log in to check if this content is included in your content subscription.
Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
Author
