Research and Markets announced the availability of the Connected Consumer Survey 2016: Mobile Churn and Customer Satisfaction in the Middle East and North Africa, report to their offering. High data allowances appear to increase customer satisfaction and reduce churn risk, but operators have yet to fully capitalise on this effect.
This report focuses on aspects of the Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in the Middle East and North Africa region. In particular, it focuses on respondents’ satisfaction with their mobile services.
The research was conducted in August and September 2016. The survey groups were chosen to be representative of the mobile Internet-using population in the region. Quotas on age, gender and geographical spread were defined to that effect. There were 4,500 respondents in the region.
This report answers the following questions.
- How do churn levels differ between countries and operators
- What factors seem to affect churn decisions
- What are churners looking for in their next tariff
- What is the Net Promoter Score NPS of different operators
- What seems to affect NPS
- How do operators perform in different parts of the country
- What demographics are they strong in
- How does data consumption correlate with customer satisfaction
- How do different data pricing strategies affect customer experience and satisfaction
Key topics
- Executive Summary
- Main Drivers of Churn and Customer Satisfaction
- Focus on Mobile Data Pricing
- Network coverage and Performance
- Methodology and Panel Information
