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Connected Consumer Survey: fixed broadband operator customer satisfaction metrics 3Q 2021

29 September 2021 | Research

Martin Scott

Data | Excel | Fixed Broadband Services

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


This dataset summarises the most relevant fixed broadband customer experience KPIs for major operators in 17 countries based on primary research (Analysys Mason's Connected Consumer Survey 2021). 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 between August and September 2021. 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. There were a minimum of 1000 respondents per country.

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
  • South Korea

Emerging Asia–Pacific

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand

North America

  • USA

Western Europe

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


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connected consumer services

Connected Consumer Survey

Analysys Mason's Connected Consumer Survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans.

Read more