Connected Consumer Survey 2018: Mobile Customer Satisfaction in Sub-Saharan Africa
|出版日期||內容資訊||英文 17 Slides
|連網型消費者調查:撒哈拉以南非洲的行動通訊的顧客滿意度 Connected Consumer Survey 2018: Mobile Customer Satisfaction in Sub-Saharan Africa|
|出版日期: 2019年03月28日||內容資訊: 英文 17 Slides||
本報告提供撒哈拉以南非洲各國的智慧型手機、用戶的行動和偏好，利用計劃的趨勢相關分析，尤其是以行動通訊的顧客滿意度和客戶流失 (解約率)的變化為焦點，業者的顧客滿意度的排行榜，及費用、服務方式 (服務、商品搭售，客戶服務的數位化等) 等對業績和滿意度改善的影響等資訊彙整，為您概述為以下內容。
"Smaller operators in Sub-Saharan Africa tend to perform better than incumbents in terms of Net Promoter Score and intention to churn."
This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey’ that relate to the behaviour, preferences and plans of smartphone users in Sub-Saharan Africa (SSA). In particular, it focuses on the drivers of customer satisfaction and churn in consumer mobile services. The survey was conducted in association with On Device Research.
The research was conducted between August and October 2018. 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 was a minimum of 1000 respondents per country, and 3000 respondents in the region.