The Connected Consumer Survey 2016: South Africa

Published: June 2016
No. of Pages: 34
    ReportsandReports

"Social media messaging apps are continuing to play a key role in user interactions, but they are not entirely replacing SMS."

This report presents data for South Africa from Analysys Mason's Connected Consumer Survey. The survey measured respondents' overall satisfaction (Net Promoter Scores (NPSs)) with their mobile services and operators, as well as take-up and usage of over-the-top (OTT) and mobile money services.

This report focuses on the following issues relating to the mobile market in South Africa:

  • data connectivity and device lifecycle
  • key drivers of mobile customer churn and satisfaction
  • satisfaction levels of OTT communication and the digital economy customers.

Survey data coverage

The research was conducted in July and August 2015. The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotas on age, gender and employment status to that effect. The total sample size for South Africa was 750 respondents.

Key Questions Answered In This Report

  • What impact does LTE have on mobile users’ spend and data allowance?
  • Does LTE measurably improve customer satisfaction?
  • What are the trends in handset replacement cycles? Through what channels do smartphone users acquire their devices and how can operators capitalise on these?
  • What are the main causes of churn and what do respondents look out for in the choice of their next mobile plan?
  • Which OTT apps are most used for messaging and VoIP?
  • What is the level of mobile money take-up and e-commerce adoption among users?

Who Should Read This Report?

  • Operator-based strategy executives and marketing managers who are interested in understanding consumer market trends, the role of operators as smartphone distribution channels, and the impact of differing approaches to pricing in the market.
  • 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 better address market opportunities.

Published By: Analysys Mason
Product Code: Analysys Mason372


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