Cover Image
市場調查報告書

連網型消費者調查:中東、北非的行動顧客滿意度

Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in the Middle East and North Africa

出版商 Analysys Mason 商品編碼 354042
出版日期 內容資訊 英文 19 Slides
商品交期: 最快1-2個工作天內
價格
Back to Top
連網型消費者調查:中東、北非的行動顧客滿意度 Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in the Middle East and North Africa
出版日期: 2018年03月26日 內容資訊: 英文 19 Slides
簡介

根據調查結果,中東、北非的客戶流失的主要推動因素,是網路速度。還有新的費用方式和選擇供應商時,最重視的是資料分配數量。

本報告提供中東、北非的行動用戶的行動、偏好、計劃調查分析,以客戶流失、滿意度的推動因素為焦點提供系統性資訊。

目錄

  • 摘要整理
  • 行動客戶流失、滿意度的主要推動因素
  • 青年用戶間的滿意度的問題
  • 客戶流失、滿意度的價格結構和資料的影響
  • 調查手法和面板資訊
  • 關於著者、ANALYSYS MASON

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄

"Operators in the Middle East and North Africa continue to have clear opportunities to monetise increased data consumption, despite some sensitivities around pricing."

This report uses Analysys Mason's Connected Consumer Survey to identify the drivers of customer service for mobile users in the Middle East and North Africa (MENA). In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services.

This report provides:

  • insight into the main drivers of mobile customer experience and how they vary by country and by operator
  • analysis of the key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) of operators in MENA
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention, and how new service-based pricing models affect KPIs
  • insight into the role of digitalising customer services and its impact on KPIs.

SURVEY DATA COVERAGE:

The research was conducted between August and October 2017. 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 4500 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • Morocco
  • Oman
  • Qatar
  • Saudi Arabia
  • United Arab Emirates (UAE)

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • DRIVERS OF CUSTOMER SATISFACTION AND CHURN
  • FOCUS ON PRICING AND BUNDLING
  • IMPACT OF CUSTOMER SERVICES
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHORS AND ANALYSYS MASON
Back to Top