Italy: consumer survey

Iliad continues to lead Italy's mobile market, while the gap in Net Promoter Scores (NPSs) between fixed broadband operators has narrowed in 2026. As connectivity offers become increasingly similar, telecoms operators are finding it harder to differentiate their services and retain customers.

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 3Q 2026. 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 1007 respondents.

Questions answered in this report

• What are the most significant factors that affect NPSs for fixed broadband and mobile operators in Italy? Which operators score highly and why?
• What are the most significant drivers of fixed broadband and mobile churn in Italy and how can operators improve customer retention?
• What are the mobile and fixed broadband data usage patterns among respondents in Italy?
• What are the most popular pay-TV and video streaming services in Italy? Which services lead to high satisfaction scores and why?