France: consumer survey
14 October 2026 | Research
Survey report | PPTX and PDF; Excel | Fixed Services| Mobile Services
"Orange’s leadership in fixed and mobile NPS is driven by a combination of its own strong performance and Iliad’s 2026 decline in satisfaction."
France’s four main operators, Bouygues Telecom, Free, Orange and SFR, compete in both fixed broadband and mobile. In June 2026, Altice France agreed to sell SFR to the other three, subject to regulatory approval. As the market consolidates, how well each operator satisfies and keeps its customers becomes more important.
This report provides key findings from consumer survey data from France and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services.
The survey was conducted in association with Dynata in 3Q 2026. The survey group was chosen to be representative of the mobile-internet-using population in France. We set quotas on age, gender and geographical spread to that effect. There were at least 1008 respondents.
Questions answered in this report
- What are the most significant factors that affect Net Promoter Scores (NPSs) for fixed broadband and mobile operators in France? Which operators score highly and why?
- What are the most significant drivers of fixed broadband and mobile churn in France and how can operators approach customer retention?
- What are the mobile and fixed broadband data usage patterns among respondents in France?
- What are the most popular pay-TV and video streaming services in France? Which services lead to high satisfaction scores and why?
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Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
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