UK: consumer survey
20 September 2023 | Research
Survey report | PPTX and PDF (8 slides); Excel | Fixed Broadband Services| Mobile Services| Video, Gaming and Entertainment
"UK consumers are less happy with their fixed, mobile and streaming video services in 2023 compared to 2022 – price pressure is the key driver."
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 2023. 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
Downloads
Sample pages (PDF)
Consumer survey
Analysys Mason's annual consumer survey tracks and measures consumers’ changing telecoms and media habits, device ownership, connectivity options and future plans
Author
Martin Scott
Research Director
Oliver Bruff
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