UK: consumer survey
19 September 2024 | Research
Survey report | PPTX and PDF (8 slides); Excel | Fixed Services| Mobile Services| Video, Gaming and Entertainment
"Consumers in the UK were more satisfied with their fixed and mobile services in 2024 than in 2023 thanks to increased fibre take-up and operators' strategic initiatives."
This report provides key findings from consumer survey data from the UK 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 2024. The survey group was chosen to be representative of the mobile-internet-using population in the UK. 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 the UK
- 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 the UK
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