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Connected Consumer Survey 2018: fixed broadband retention and satisfaction in Australia and New Zealand

Inigo Barker Analyst

"Customer service must be a priority for fixed broadband operators – it had the greatest positive correlation with overall customer satisfaction."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of fixed broadband users in Australia and New Zealand. In particular, it focuses on the drivers of satisfaction and churn of broadband customers.

This report provides:

  • new insights about consumers' experiences with their fixed broadband services in Australia and New Zealand derived from respondents surveyed in these countries
  • a breakdown of the key factors affecting Net Promoter Score (NPS) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of how NPS and churn differs by access technology type
  • insight into operator channels and the link with customer satisfaction
  • detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

Survey data coverage:

The research was conducted between July and September 2018. The survey groups were chosen to be representative of the mobile-Internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. Each country had a minimum of 1000 respondents per country, and each region had a minimum of 2000 respondents.

Geographical coverage:

  • Australia
  • New Zealand