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Market Research Report

Connected Consumer Survey 2016: Mobile Churn and Customer Satisfaction in the Middle East and North Africa

Published by Analysys Mason Product code 444578
Published Content info 33 Slides
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Connected Consumer Survey 2016: Mobile Churn and Customer Satisfaction in the Middle East and North Africa
Published: February 15, 2017 Content info: 33 Slides
Description

"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 Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in the Middle East and North Africa (MENA) region. In particular, it focuses on respondents' satisfaction with their mobile services.

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 it? How do operators perform in different parts of the country and 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?

Survey data coverage:

The research was conducted in August and September 2016. The survey groups were chosen to be representative of the mobile-Internet population in the region. We set quotas on age, gender, employment, and regional demographics to that effect. There was a minimum of 1000 respondents per country, and 4500 respondents in the region.

Geographical coverage

  • Morocco
  • Oman
  • Qatar
  • Saudi Arabia
  • UAE

ABOUT THE AUTHORS

Stephen Sale (Research Director) oversees Analysys Mason's consumer research and is also the lead analyst for the Future Comms and Media research programme. His primary areas of specialisation include next-generation communication services, OTT player strategies and mobile pricing. He also has extensive experience in analysing operator strategies and forecasting fixed and mobile service markets. Before joining Analysys Mason in 2004, Stephen worked in the industry on areas that include VoIP, next-generation service architecture and broadband access. He has a degree in economics and an interdisciplinary MRes from the University of London.

Karim Yaici (Senior Analyst) leads Analysys Mason's The Middle East and Africa regional research programme. His primary areas of specialisation include operators' digital strategies, new telecoms opportunities and challenges, and consumer trends in growth markets. Prior to joining Analysys Mason, Karim was an associate analyst at Ovum, where he authored reports on mobile accessories and mobile applications. Prior to that, he worked as a research engineer in the Institute for Communication Systems and Vodafone. Karim holds an MSc in Information Systems Management from the University of Southampton and a PhD in human-computer interaction from the University of Surrey.

Aris Xylouris (Research Analyst) is a key contributor to Analysys Mason's primary research for the Consumer Services research practice and manages our Connected Consumer Survey. His work involves in-depth coverage of issues such as consumer behaviour, convergence and bundling, and mobile and fixed service pricing. Aris also contributes to the Fixed Broadband and Video, Mobile Services, Digital Economy and Mobile Devices research programmes. Aris is a trained economist and before joining Analysys Mason he held internships as an economic analyst in the media sector, working on market analysis, financial evaluation, profitability analysis and business plan development. His wider experience includes quantitative forecast modelling and computer simulations using agent-based models. Aris holds a Bachelor in Economics from Athens School of Economics and Business, and an MSc in Behavioural Economics from Warwick University.

Table of Contents

Table of Contents

  • EXECUTIVE SUMMARY
  • MAIN DRIVERSOF CHURN AND CUSTOMER SATISFACTION
  • FOCUSON MOBILE DATA PRICING
  • NETWORKCOVERAGE AND PERFORMANCE
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHORS AND ANALYSYS MASON
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