Fixed broadband customer experience: consumer survey

This report uses the results of Analysys Mason’s 2024 consumer survey to assess the behaviour, preferences and plans of fixed broadband users. The report analyses the satisfaction and churn of broadband customers and investigates the relationship between value-added services (VAS) and customer satisfaction.

Topics analysed in this report

• Metrics such as Net Promoter Score (NPS), customer satisfaction and intention to churn and how they are affected by consumers’ fixed broadband speeds
• Key drivers of churn among fixed broadband subscribers
• Services that broadband consumers take as part of a bundle
• Impact of bundling additional services on customer satisfaction

Survey data coverage

The survey was conducted in association with Dynata in July 2024. The survey groups were chosen to be representative of the broader online consumer population in the countries covered. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country (except in Saudi Arabia and the UAE, where there were 750 per country).

Geographical coverage

• Asia–Pacific:Australia, Malaysia and New Zealand
• Europe: France, Germany, Ireland, Italy, Norway, Poland, Spain, Sweden, Turkey and the UK
• Middle East and North Africa: Saudi Arabia and the UAE
• North America: Canada and the USA
• Sub-Saharan Africa: South Africa