表紙
市場調查報告書

連網型消費者調查 2019年:中東、北非的行動契約者的滿意度

Connected Consumer Survey 2019: Mobile Customer Satisfaction in the Middle East

出版商 Analysys Mason 商品編碼 927915
出版日期 內容資訊 英文 16 Slides
商品交期: 最快1-2個工作天內
價格
連網型消費者調查 2019年:中東、北非的行動契約者的滿意度 Connected Consumer Survey 2019: Mobile Customer Satisfaction in the Middle East
出版日期: 2020年03月09日內容資訊: 英文 16 Slides
簡介

網路傳輸速度,成為在中東影響用戶的行動服務的滿意度和解約決策的大要素。

本報告提供中東與北非各國的智慧型手機、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的轉變為焦點,各業者的顧客滿意度的排行榜,及收費系統、服務品質等在滿意度改善上發揮的作用,各種要素 (數據通訊速度,附加價值服務等) 和客戶流失的關聯性,消費者和業者的聯絡手段等彙整資訊,為您概述為以下內容。

分析觀察對象國家

  • 摩洛哥
  • 阿曼
  • 卡達
  • 沙烏地阿拉伯
  • 阿拉伯聯合大公國 (UAE)

目錄

  • 摘要整理
  • 顧客滿意度、客戶流失的要素
  • 資料利用形態及服務商品搭售的影響度
  • 數位體驗
  • 分析方法和面板資訊
  • 關於著者及Analysys Mason
目錄

"Network speed is the main factor that influences customers' satisfaction with their mobile services and their intention to churn in the Middle East."

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. In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services. The survey was conducted in association with On Device Research.

This report provides:

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

SURVEY DATA COVERAGE:

The survey was conducted in association with On Device Research between August and September 2019. 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 a minimum of 750 respondents per country, and 4500 in the region.

GEOGRAPHICAL COVERAGE:

  • Kuwait
  • Oman
  • Qatar
  • Saudi Arabia
  • UAE

Table of Contents

  • Executive summary
  • Drivers of customer satisfaction and churn
  • The impact of data usage and bundling
  • Focus on digital experience
  • Appendix
  • Methodology and panel information
  • About the authors and Analysys Mason