Fixed–mobile convergence: consumer survey

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

Topics analysed

• FMC penetration at an operator and country level, and the potential addressable market for operators
• Composition of FMC packages and the FMC customer base, including demographic and spend analysis
• Value-added services that FMC customers bundle with their fixed broadband
• Customer service channels used by FMC customers
• Intention to churn and Net Promoter Score (NPS) for several large operators

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 internet-using population in selected countries around the world. We set quotas on age, gender and income. 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