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Connected Consumer Survey 2018: Mobile Customer Satisfaction in Australia and New Zealand

  • ID: 4753380
  • Report
  • February 2019
  • Region: Australia, New Zealand
  • 15 pages
  • Analysys Mason
Satifaction with Customer Service and Network Coverage are Major Predictors of Customers' Willingness to Promote and, Therefore, NPS

This report focuses on aspects of the Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Australia and New Zealand. 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.


  • insight into the main drivers of the 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 Australia and New Zealand
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention and how new service-based pricing models affect KPIs
  • insight into the role of digitalising customer services and its impact on KPIs.


The research was conducted between August and September 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 2000 respondents in the region.

Who Should Read this Report:

  • Operators’ strategy executives and marketing managers who are interested in understanding the needs of their consumer customer base, the different drivers of customer experience and the impact of differing approaches to pricing on customer satisfaction.
  • Market intelligence and research executives in service providers that are responsible for understanding end-user trends and supporting business units in identifying and addressing new opportunities.
  • Equipment/device manufacturers and software providers that want to identify end-user trends in service and device usage and help their operator customers to prioritise investments and improve their ability to address market opportunities.


  • Australia
  • New Zealand
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