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Connected Consumer Survey 2020: fixed broadband retention and satisfaction in developed Asia–Pacific

27 April 2021 | Research

Inigo Barker

Survey report | PPTX and PDF (16 slides); Excel | Fixed Broadband Services

"Digital channels such as social media and self-care apps are linked with higher customer service satisfaction than traditional channels such as call centres, but retail stores are also important from a satisfaction standpoint."


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 developed Asia–Pacific.

This report provides:

  • new insights about consumers’ experiences with their fixed broadband services in developed Asia–Pacific (DVAP)
  • a breakdown of the key factors affecting Net Promoter Score (NPS) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of recent changes in NPS by operator
  • 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 between August and September 2020. 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. There was a minimum of 1000 respondents per country, and 3000 respondents in the region.

Geographical coverage

  • Australia
  • New Zealand
  • South Korea


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connected consumer services

Connected Consumer Survey

Analysys Mason's Connected Consumer Survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans.

Read more