Market Research Report
Mobile Customer Experience in Sub-Saharan Africa: Consumer Survey
|Mobile Customer Experience in Sub-Saharan Africa: Consumer Survey|
Published: January 18, 2022
Content info: 14 Slides
Delivery time: 1-2 business days
"South African operators had the largest year-on-year NPS improvements in SSA in 2021, and incumbents in Kenya and Nigeria increased their lead over smaller players."
This report provides an analysis of the customer experience of smartphone users in Sub-Saharan Africa (SSA). It uses consumer survey data to assess customer satisfaction KPIs such as the Net Promoter Score (NPS) and churn intention, as well as the impact of digital channel usage on satisfaction with sales and customer service.
The survey was conducted in association with On Device Research between September and October 2021. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There were at least 750 respondents per country, and 2250 in the region.