The Connected Consumer Survey 2018: mobile customer satisfaction in Australia and New Zealand

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Date: 20-Feb-2019
No. of pages: 15
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This report focuses on aspects of Analysys Mason's 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.

The survey was conducted in association with On Device Research between September 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 were a minimum of 1000 respondents per country, and 2000 in the region.

Key Questions Answered In This Report


  • What are the drivers of mobile customer experience? How do they vary by country and by operator?

  • What key factors influence consumers’ intention to churn? How have consumers’ priorities evolved?

  • What are the Net Promoter Scores (NPSs) of operators in Australia and New Zealand? Which companies lead and why?

  • What is the effect of bundling additional services on customer retention? How do new service-based pricing models affect KPIs?

  • What is the relationship between customer service and customer satisfaction?

The Connected Consumer Survey 2018: mobile customer satisfaction in Australia and New Zealand

Table of Contents

Executive Summary
Drivers Of Customer Satisfaction And Churn
Focus On Plans And Pricing
Focus On Digital Experience
Methodology And Panel Information
About The Authors And Analysys Mason

List of Figures

Figure 2: Net Promoter Score for mobile operators, Australia and New Zealand
Figure 3: Average customer satisfaction scores for different elements of the mobile service, by operator, Australia

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