Connected Consumer Survey 2016: Mobile Customer Satisfaction in the Middle East and North Africa
|出版日期||內容資訊||英文 34 Slides
|連網型消費者調查:中東、北非的行動顧客滿意度 Connected Consumer Survey 2016: Mobile Customer Satisfaction in the Middle East and North Africa|
|出版日期: 2016年03月08日||內容資訊: 英文 34 Slides||
"Network speed is the key driver of churn for most respondents in the Middle East and North Africa, while data allowance is most important when selecting a new tariff or provider."
This report focuses on aspects of Analysys Mason's annual Connected Consumer Survey that relate to the behaviour, preferences and plans of mobile users in the Middle East and North Africa (MENA). In particular, it focuses on drivers of customer churn and satisfaction for this region. It is important for operators in these markets to understand the main drivers of churn and identify the levers for improving customer satisfaction in order to allocate resources more effectively, design service propositions and adapt marketing messaging.
This report focuses on the following issues that are critical to the strategy of mobile operators in 2016:
The research was conducted in July and August 2015. The survey groups in the Middle East and North Africa were chosen to be representative of the mobile-Internet-using population in the region. We set quotas on age, gender and employment status to that effect. There were a minimum of 750 respondents per country, and 3750 respondents.
Morocco Oman Qatar Saudi Arabia UAE
Operator-based strategy executives and marketing managers who are interested in understanding consumer market trends, as well as identifying the levers to improve customer retention and satisfaction. Market intelligence and research executives in service providers that are responsible for understanding end-user trends and supporting business units in identifying and addressing new opportunities. Equipment/device manufacturers and software providers that want to identify end-user trends in customer satisfaction and help their operator customers to improve their ability to address market opportunities.
Customers that self-report as using a 4G service are more likely to recommend their operators than those on a 2G or 3G network, echoing experience in other regions. The variation between improvements in NPS can be attributed to a number of factors:
Karim Yaici (Senior Analyst) is a lead analyst for Analysys Mason's The Middle East and Africa regional research programme. His primary areas of specialisation include operator strategies, telecoms market developments and consumer trends in MEA. He is also a regular speaker and moderator at regional telecoms events. Karim has provided recommendations to operators, telecoms solution vendors and regulatory bodies on areas encompassing market review, investment potential, best practices in the industry and strategic responses to competitive threats. He has also carried out a number of operational benchmarking studies and contributed extensively to the market assessment and forecasting of multiple verticals in the telecoms industry.
Aris Xylouris (Research Analyst) focuses on data modelling and collection for Analysys Mason's Consumer Services research practice, contributing to the Fixed Broadband and Multi-Play, Mobile Services, Digital Economy and Mobile Devices research programmes. 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.