Pay-TV customer satisfaction metrics 3Q 2024

This dataset summarises the most-relevant pay-TV customer experience KPIs for major operators in 18 countries based on primary research (Analysys Mason's 2024 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 report focused on pay-TV customer satisfaction.

The survey was conducted in association with Dynata in July 2024. 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 Saudi Arabia and the UAE).

Metrics available

• Net Promoter Score (NPS) for fixed broadband provider
• Satisfaction with overall service
• Satisfaction with service price
• Satisfaction with channel selection
• Satisfaction with video quality
• Satisfaction with customer service
• Satisfaction with UI, EPG and navigation
• Satisfaction with bundled streaming services
• Satisfaction with the quality of recommendations
• Intention to churn from pay-TV provider in the next 6 months

Geographical coverage