Ooredoo Conducts Youth Focus Group Research to Improve Customer Experience in Oman

Ooredoo has conducted a Youth Focus Group Research initiative in Oman to better understand the needs, expectations and perceptions of young customers aged 18 to 25. The research gathered direct feedback on Ooredoo’s mobile services, fixed-line services, digital platforms and brand experience, helping the company improve customer experience and develop more relevant products and services.

The sessions reflected Ooredoo’s commitment to listening to customers and placing young people at the centre of future service development. As digital behaviour continues to evolve, the youth insights captured through the research help Ooredoo better understand how young customers connect, communicate, manage services and interact with technology in their daily lives.

Across the discussions, participants shared their awareness of Ooredoo’s products and services, gave their opinions on current experiences, pointed to areas for improvement and set out their future expectations. The findings are now being shared with teams across customer experience, marketing and market research, providing practical insights that can inform product enhancement, service improvements and future customer-focused initiatives.
Feras Al Shaikh, Director of Consumer Sales at Ooredoo, said: “Young customers are shaping the future of digital life in Oman. Sitting with them and hearing their experiences, expectations and ideas first hand allows us to design products, services and digital journeys that are more useful, more intuitive and more relevant to the way they live.”

The Youth Focus Group Research initiative supports Ooredoo’s customer-centric strategy by connecting customer feedback with business decision-making. It also strengthens Ooredoo’s focus on youth, digital innovation and service excellence, ensuring that future offerings are shaped by real customer needs rather than assumptions.

Insights from the sessions will also support future surveys and research activities covering mobile, fixed-line, digital services and brand perception, helping Ooredoo continue improving the way it serves customers across Oman.