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市场调查报告书

连网型消费者调查 2019年:中东、北非的行动契约者的满意度

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

出版商 Analysys Mason 商品编码 927915
出版日期 内容资讯 英文 16 Slides
商品交期: 最快1-2个工作天内
价格
连网型消费者调查 2019年:中东、北非的行动契约者的满意度 Connected Consumer Survey 2019: Mobile Customer Satisfaction in the Middle East
出版日期: 2020年03月09日内容资讯: 英文 16 Slides
简介

网路传输速度,成为在中东影响用户的行动服务的满意度和解约决策的大要素。

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的转变为焦点,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汇整资讯,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、客户流失的要素
  • 资料利用形态及服务商品搭售的影响度
  • 数位体验
  • 分析方法和面板资讯
  • 关于著者及Analysys Mason
目录

"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