Australia: consumer survey
01 October 2026 | Research
Survey report | PPTX and PDF; Excel | Fixed Services| Mobile Services
"Faster broadband is improving the customer proposition, but reliability, coverage and customer service remain critical to loyalty."
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:
- benchmarks the NPS, satisfaction and churn risk of Australia’s leading fixed and mobile operators
- assesses broadband speed adoption and differences in customer experience by access technology
- identifies the service attributes with the strongest relationships with NPS and intention to churn
- tracks mobile data allowances, eSIM adoption and customer tenure
- examines usage, payment models and NPS for leading streaming video and pay-TV services.
USD1649
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Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
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