Italy: consumer survey

12 September 2023 | Research

Eulalia Marin | Oliver Bruff | Martin Scott

Survey report | PPTX and PDF (8 slides); Excel | Fixed Broadband Services| Mobile Services| Video, Gaming and Entertainment


"Broadband speeds are critical to customer satisfaction in the Italian broadband market."

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This report provides key findings from consumer survey data from Italy 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 July 2023. The survey group was chosen to be representative of the mobile-internet-using population in Italy. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents.

Topics analysed in this report

  • Net Promoter Scores (NPSs) and customer satisfaction metrics for fixed broadband and mobile operators in Italy
  • Main drivers of mobile customer satisfaction metrics and intention to churn
  • Breakdown of the fixed broadband subscriber base by speed and of mobile users by data allowance
  • Operator channels and the link with customer satisfaction
  • Penetration and NPS of the most popular streaming video services in Italy

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