This report focuses on aspects of Analysys Mason’s Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Europe and the USA. In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services. The survey was conducted in association with Dynata between July and August 2019.
 

Positive customer service experiences are increasingly building customer satisfaction rather than negative customer service experiences driving churn.

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) and customer satisfaction metrics of operators in Europe and USA
• 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 survey was conducted in association with Dynata between July and August 2019. The survey groups were chosen to be representative of the mobile-internet-using population. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country, and 8000 in the region.

Geographical coverage

• France
• Germany
• Italy
• Poland
• Spain
• Turkey
• UK
• USA

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