Fixed–mobile customer satisfaction and experience: consumer survey

Customers that take both fixed and mobile services from the same provider are among the most valuable for operators because they spend more and churn less than other customers. This report identifies the characteristics of the consumers that are the most likely to adopt fixed–mobile convergence (FMC) bundles, drawing on insights from Analysys Mason’s consumer survey.

This report studies how satisfaction with connectivity services, Net Promoter Score (NPS) and intention to churn vary between consumers that take fixed and mobile services from the same operator and those that take these services from multiple operators.

It provides data on:

• intention to churn (fixed and mobile service provider)
• NPS (fixed and mobile service provider)
• overall satisfaction (fixed and mobile services).

Survey data coverage

The survey was conducted in association with Dynata in July and August 2025. The survey group was chosen to be representative of the mobile-internet-using population in the surveyed countries. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country (750 respondents for Saudi Arabia and the UAE).

Geographical coverage

• Asia–Pacific: Australia, New Zealand and the Philippines
• Europe: Finland, 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