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5 August 2021

NTRA Issues Mobile Service Customer Satisfaction Survey Report - H1 2021

The National Telecom Regulatory Authority (NTRA) has issued the Mobile Service Customer Satisfaction Survey Report for the first half of 2021 (from January to June) to measure customer satisfaction with the services provided by Mobile Network Operators (MNOs) in Egypt.

The report was prepared in collaboration with a global market research firm. The survey covered 17,009 mobile phone users, taking into account the geographical, age and gender distribution to include all segments of society.

NTRA seeks to develop the methodology of measuring the quality of mobile phone services available in the Egyptian market to include operators and users. NTRA monitors the technical indicators on a monthly basis to evaluate the quality of voice and data services provided by MNOs.

In addition, it also surveys mobile phone users about the quality of services and their experience with MNOs. Users were surveyed about MNOs outlets and the waiting time when visiting them, the diversity of tariff plans and offers, the quality of voice and Internet services, customer service, complaint handling, and the accuracy of calculating bills and balances, all with the aim to measure customer satisfaction and reflect it in quality of service (QoS) reports.

To learn more, read the report.

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National Telecommunications Regulatory Authority | NTRA