Fixed broadband operator customer satisfaction metrics 3Q 2023

03 August 2023 | Research

Martin Scott

Tracker | Excel | Fixed Broadband Services

"This tracker provides details on Net Promoter Score, churn intention and satisfaction with a number of elements of the fixed broadband experience."


This data set summarises the most-relevant fixed broadband customer experience KPIs for major operators in 24 countries based on primary research (Analysys Mason's 2023 consumer survey). It provides key metrics that allow for comparison between operators and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a series of reports focused on fixed broadband customer satisfaction in the different regions covered.

The survey was conducted in association with Dynata and OnDevice Research in July and August 2023. The survey groups were chosen to be representative of the internet-using population in each region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country (750 for the Middle East).

Metrics available

  • Net Promoter Score (NPS) 
  • Satisfaction with overall service
  • Satisfaction with price
  • Satisfaction with service reliability
  • Satisfaction with service speed
  • Satisfaction with customer service
  • Satisfaction with usage restrictions
  • Intention to churn from fixed broadband provider in the next 6 months.

Geographical coverage

Central and Eastern Europe 

  • Poland
  • Turkey

Developed Asia–Pacific

  • Australia
  • New Zealand

Emerging Asia–Pacific

  • Malaysia

North America

  • Canada
  • USA

Sub-Saharan Africa

  • South Africa

Western Europe

  • France
  • Germany
  • Ireland
  • Italy
  • Norway
  • Spain
  • Sweden
  • UK


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