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Connected Consumer Survey 2016: fixed broadband retention and satisfaction in Europe and the USA

19 April 2016

Martin Scott

Survey report | PPTX and PDF (32 slides); Excel

The growing availability and affordability of superfast broadband is creating new opportunities for well-positioned players, but customers also have higher expectations of their service. Operators need to keep on top of these changes in the market.

This report provides:

  • new consumer insights derived from 7250 respondents surveyed in seven different countries
  • insights into the usage behaviour and preferences of fixed broadband subscribers
  • information about bundling, retention, changing usage habits and changing demographics for fixed broadband services
  • a breakdown of the key factors affecting Net Promoter Score (NPS), with further discussion about which operators are particularly effective at achieving high scores
  • detailed information about which value-added services have a measurable effect on customer satisfaction.


The research was conducted in July and August 2015. The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotas on age, gender and employment status to that effect. There were a minimum of 1000 respondents per country. The total sample size was 7250 respondents.


  • France
  • Germany
  • Poland
  • Spain
  • Turkey
  • United Kingdom
  • USA