Fixed broadband customer experience: consumer survey

12 January 2023 | Research

Oliver Bruff

Survey report | PPTX and PDF (18 slides); Excel | Fixed Broadband Services

"Faster broadband speeds are correlated with improvements in NPS and churn in almost every country surveyed, which justifies operators’ efforts to increase broadband speeds and upgrade customers from legacy technology.”


This report uses the results of Analysys Mason’s 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 (VASs) 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 between July and August 2022. 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.

Geographical coverage

  • Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden and the UK
  • Central and Eastern Europe (CEE): Poland and Turkey
  • North America (NA): Canada and the USA
  • Developed Asia–Pacific (DVAP): Australia and New Zealand
  • Emerging Asia–Pacific (EMAP): Malaysia and the Philippines
  • Africa: South Africa


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