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Vietnamese Mobile Network Satisfaction Survey- Satisfaction comparison among 3 mobile carriers

Survey information

• Vietnamese Mobile Usage• Conducted in March, 2015• 1100 male / female above 16 years old

Executive Summary

• 68% use mobile communication service.

• Viettel 62%, MobiFone 22.5%, Vinaphone 13%

• Viettel has the second to none popularity in other areas except Ho Chi Minh where the competition with MobiFone is tougher.

• 90% of users prepay, and most of post-paid users are full-time employment.

• MobiFone had the highest satisfaction score in all categories. Viettel is stronger in all area except HCMC than in only HCMC.

Do you use mobile data service for mobile phone or tablet?

Yes; 68%

No ( Wi-Fi connection is

good enough); 20%

No (I do not own mobile device); 3%

No (others); 9%

68% use mobile communication service.

Which carrier do you use the most?

S-Fone

EVN Telecom

Gmobile

Vietnamobile

Vinaphone

MobiFone

Viettel

0% 10% 20% 30% 40% 50% 60% 70%

0.1%

0.4%

0.5%

1.9%

13.0%

22.5%

61.6%

Viettel 62%, MobiFone 22.5%, Vinaphone 13%

Which communication company do you use the most?　 (by area)

Viettel has the second to none popularity in other areas except Ho Chi Minh where the competition with MobiFone is tougher.

Other areas

Hanoi

Ho Chi Minh

0% 10% 20% 30% 40% 50% 60% 70% 80%

2.9%

4.2%

2.5%

14.9%

11.4%

9.3%

15.9%

11.4%

41.2%

66.4%

72.9%

47.1% ViettelMobiFoneVinaphoneOtherCarriers

Which is type of your payment?

90% of users prepay, and most of post-paid users are full-time employment.

Pre-paid; 90%

Post-paid; 10%

How much is your mobile phone bill per month?

〜 10,000VND 10,000〜50,000VND

50,000〜100,000VND

100,000〜150,000VND

150,000〜200,000VND

200,000〜VND

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

0.0%

8.6%

26.4%23.7%

16.2%

25.2%

2.3%

31.2%

47.3%

12.3%

3.5% 3.5%0.8%

16.5%

34.1%

19.7%

11.6%

17.3%

Non-Students Students All

51.4% people use less than 100K VND / month

How much data do you use for 3G connection per month?

I don't know

I don't use 3G data. 〜 50MB 50MB〜

200MB200MB〜

600MB600MB〜

1.5GB1.5GB〜

3GB3GB〜

0.0%

5.0%

10.0%

15.0%

20.0%

9.5%

5.1%

8.4%

16.3%

19.5%20.2%

9.6% 11.2%10.8%

9.2%

13.8%

11.6% 11.9%

17.3%

13.5%11.9%

10.2%

6.6%

10.6%

15.0%16.6%

18.7%

11.1%11.2%

Non-Students Students All

Those who use 600MB – 1GB are the most popular.

How long do you talk on the mobile phone in a week?

seldom talk on moibile 〜 10min 10min〜

1hour1hour〜

3hours3hours〜

6hours6hours〜

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

3.0%

10.6%

34.7%

23.3%

12.5%

16.0%

9.3%

18.9%

36.6%

21.1%

8.9%

5.4%5.8%

13.9%

35.0%

22.3%

11.0% 12.1%

Non-Students Students All

Employers tend to call a bit more than students.Those who talks 10 min〜1 hr weekly are the most popular.

*Including VoIP, like Viber

Satisfaction score* by each carrier

Viettel MobiFone Vinaphone

Area coverage 3.55 3.92 3.56

3G data quality** 3.16 3.42 2.80

Call quality** 3.72 3.82 3.62

* Based on the average calculation of 5 grade scoring (Sum of each level(1 - 5) × ratio(%) × 0.01)** Excluding VoIP and users not using 3G data or call, and VoIP

MobiFone had the highest score in all categories.

Satisfaction score by each carrier by area

Other areas Viettel MobiFone

Vinaphone

Area 3.58 3.88 3.50

3G data 3.27 3.37 2.82

Call 3.78 3.81 3.63

Hanoi Viettel MobiFone

Vinaphone

Area 3.51 3.90 3.63

3G data 2.92 3.33 2.14

Call 3.65 4.00 3.75

HCMC Viettel MobiFone

Vinaphone

Area 3.51 3.95 3.74

3G data 2.94 3.49 3.00

Call 3.56 3.83 3.53

What do you want carrier to improve?

Provide better c

ustomer s

ervice

Better area co

verage

Better quality

of the ca

ll

Provide m

ore various s

ervice plan

Better quality

of data netw

ork

Lower t

he pricing

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

44.6% 46.5% 46.6% 47.3%

69.7% 70.1%

Pricing and data network quality improvements are what they want

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