Australia: consumer survey

Australia’s fixed broadband market has shifted rapidly towards higher speed tiers following NBN Co’s network upgrades, while fixed and mobile Net Promoter Scores (NPSs) have remained broadly stable. Our survey shows that significant differences persist between operators and access technologies, and network performance and customer service remain important drivers of advocacy and churn.

This report provides key findings from consumer survey data from Australia and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services. 

The survey was conducted in association with Dynata in 3Q 2026. The survey group was chosen to be representative of the mobile internet-using population in Australia. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents

Questions answered in this report

• What are the most significant factors that affect NPSs for fixed broadband and mobile operators in Australia? Which operators score highly and why?
• What are the most significant drivers of fixed broadband and mobile churn in Australia and how can operators approach customer retention?
• What are the mobile and fixed broadband data usage patterns among respondents in Australia?
• What are the most popular pay-TV and video streaming services in Australia? Which services lead to high satisfaction scores and why?