Fixed broadband customer satisfaction: consumer survey

This report uses the results of Analysys Mason’s annual consumer survey to analyse how customers’ satisfaction with their fixed broadband services is changing over time in Europe, North America, Asia–Pacific and South Africa.

This report provides:

• analysis of changes in NPS at the operator level
• discussion and analysis of trends in satisfaction with specific fixed broadband service elements (price, speed, reliability and customer service)
• discussion of the impact of increased fibre availability on customer satisfaction.

Survey data coverage

The survey was conducted in association with Dynata between July and August 2023. The survey groups were chosen to be representative of the internet-using population in the above-mentioned regions. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country.

Geographical coverage

• Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden and the UK
• Central and Eastern Europe (CEE): Poland and Turkey
• North America (NA): Canada and the USA
• Developed Asia–Pacific (DVAP): Australia and New Zealand
• Emerging Asia–Pacific (EMAP) Malaysia
• Sub-Saharan Africa (SSA) South Africa