表纸
市场调查报告书

连网型消费者调查:中东、北非的行动通讯的顾客满意度

Connected Consumer Survey 2018: Mobile Customer Satisfaction in the Middle East and North Africa

出版商 Analysys Mason 商品编码 809120
出版日期 内容资讯 英文 17 Slides
商品交期: 最快1-2个工作天内
价格
Back to Top
连网型消费者调查:中东、北非的行动通讯的顾客满意度 Connected Consumer Survey 2018: Mobile Customer Satisfaction in the Middle East and North Africa
出版日期: 2019年03月05日内容资讯: 英文 17 Slides
简介

本报告提供中东与北非各国的智慧型手机、用户的行动和偏好,利用计划的趋势相关分析,尤其是以行动通讯的顾客满意度和客户流失 (解约率)的变化为焦点,汇整各业者的顾客满意度的排行榜,及收费系统、服务品质等在满意度改善上发挥的作用,各种要素 (数据通讯速度,附加价值服务等) 和客户流失的关联性,消费者和业者的联络手段等资讯,为您概述为以下内容。

分析觀察对象国家

  • 摩洛哥
  • 阿曼
  • 卡达
  • 沙乌地阿拉伯
  • 阿拉伯联合大公国 (UAE)

目录

  • 摘要整理
  • 顾客满意度、客户流失 (解约率)的促进因素
  • 资料利用形态及服务商品搭售的影响度
  • 利用计划、收费系统相关详细分析
  • 分析方法和面板资讯
  • 关于著者及Analysys Mason
目录

"Customers in the Middle East and North Africa that are intending to make changes to their mobile plan are looking for lower prices, better perceived value and larger data allowances in their next tariff."

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). 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.

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 the Middle East and North Africa
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services in 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 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 750 respondents per country, and 4500 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • Morocco
  • 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
  • Methodology and panel information
  • About the author and Analysys Mason
Back to Top