Sweden: consumer survey

01 December 2022 | Research

Stephen Burton

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


"Both fixed and mobile operators should focus on improving their customer service to increase their NPSs and avoid having to compete on price."

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This report provides key findings from consumer survey data from Sweden 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 between July and August 2022. The survey group was chosen to be representative of the mobile-internet-using population in Sweden. We set quotas on age, gender and geographical spread to that effect. There were 1000 respondents.

Topics analysed in this report

  • Net Promoter Scores (NPSs) and customer satisfaction metrics for fixed broadband and mobile operators in Sweden
  • 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 Sweden

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