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Connected Consumer Survey 2020: fixed broadband retention and satisfaction in Europe and the USA

27 April 2021 | Research

Inigo Barker

Survey report | PPTX and PDF (19 slides); Excel | Fixed Broadband Services

“Price satisfaction is less important than it used to be because consumers are focusing on their service experience as connectivity needs have become more critical.”


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 Europe and the USA.

This report provides:

  • new insights about consumers’ experiences with their fixed broadband services in Europe and the USA
  • 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 9000 respondents in the region.

Geographical coverage

  • France
  • Germany
  • Italy
  • Poland
  • Spain
  • Sweden
  • Turkey
  • UK
  • USA


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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.

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