Fixed–mobile convergence in Europe: consumer survey

This report focuses on aspects of Analysys Mason’s annual consumer survey that relate to the behaviour, preferences and plans of consumers in Europe. In particular, it focuses on fixed–mobile convergence (FMC) penetration, the characteristics of customers with FMC plans and how adoption of FMC correlates with churn intention and customer satisfaction in nine European countries.

This report provides:

• a breakdown of FMC penetration at an operator and market level, and the potential addressable market for operators
• insights into the composition of FMC packages, and analysis of the FMC customer base, including demographic and spend analysis
• insights into value-added services of FMC customers
• insights into customer service channels for FMC customers
• analysis of the intention to churn and Net Promoter Score (NPS) for several large operators, and an extended discussion of the drivers of customer satisfaction.

Survey data coverage

The fieldwork was conducted between September and October 2021. The survey groups were chosen to be representative of the 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
• Ireland
• Italy
• Poland
• Spain
• Sweden
• Turkey
• UK

For more information, see the article associated with this report: Our latest consumer survey shows that FMC bundles can attract mobile customers when FMC penetration is low.