

A multinational telecom provider based in the UAE, operating in 15 countries across Asia, the Middle East, and Africa, with a customer base exceeding 167 million.
The client aimed to understand the preferences of Middle East users for mobile tariffs, internet packs, and other services.
CLIENT ENDORSEMENT
Expert perspectives and thought leadership on market intelligence, strategy consulting, and transformative business solutions
Strategy consulting objectives designed to provide actionable insights and sustainable competitive advantages
Conduct a comprehensive customer survey to analyze user preferences across different mobile and internet services.
Understand pain points, challenges, and customer loyalty factors related to client’s services across regions in the Middle East.
Assess brand awareness and customer perception of client compared to competitors.
A systematic, research-driven approach designed to deliver actionable insights and sustainable outcomes.
Step 1
Conducted an in-depth survey across the Middle East to assess customer preferences regarding tariff plans, internet services, loyalty.
Step 2
Identified key pain points and service challenges customers faced in different regions, allowing client to customize its product offerings to better serve the market.
Step 3
Evaluated client’s brand presence and equity compared to competitors.
The synthesis workshop produced a single prioritised action agenda. All three workstream recommendations were adopted into the client’s FY25 commercial plan within two weeks of delivery.
10% Growth in Market Penetration
10% growth in market penetration across various Middle East regions by addressing regional pain points and service gaps.
32% Improvement in Customer Engagement & Retention
32% improvement in customer engagement and retention rates following strategic changes based on survey insights.
Our research team can recommend the right approach for your specific business context.