Fixed broadband customer experience in emerging Asia–Pacific: consumer survey

31 March 2022 | Research

Survey report | PPTX and PDF (9 slides); Excel | Fixed Broadband Services

"Survey respondents that use digital customer service channels as their first choice generally have high NPSs."


This report focuses on aspects of Analysys Mason’s consumer survey that relate to fixed broadband customer experience in emerging Asia–Pacific (EMAP).

Topics analysed

  • Customer service channels used in EMAP
  • Channel usage among different demographics
  • How customer experience is affected by channel usage (in terms of customer service satisfaction and Net Promoter Score (NPS))
  • Purchasing channel usage and how this compares with customer service channel usage

Survey data coverage

The survey was conducted in association with Dynata between August and September 2021. The survey groups were chosen to be representative of the broader online consumer population in EMAP. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country.

Geographical coverage

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand


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