Connected Consumer Survey 2019: fixed broadband retention and satisfaction in Malaysia and the Philippines
This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of fixed broadband users in Malaysia and the Philippines. In particular, it focuses on the drivers of satisfaction and churn of these users.
This report provides:
- new insights about consumers' experiences with their fixed broadband services in Malaysia and the Philippines, derived from respondents surveyed in these countries
- a breakdown of the key factors affecting Net Promoter Scores (NPSs) and churn, with further discussion about which operators are particularly effective at achieving high scores
- an analysis of how NPSs and churn differ by access technology type
- insight into operator channels and the link with customer satisfaction
- detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.
Survey data coverage
The research was conducted in August 2019. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. Each country had a minimum of 1000 respondents.
Geographical coverage
- Malaysia
- Philippines
