UK: consumer survey

The UK market is consolidating: Vodafone and Three completed their merger in May 2025, and TalkTalk is selling its consumer business to BT. These mergers are having an impact on satisfaction levels. Three’s customers are much happier today than in 2025. BT will aim to have the same impact with TalkTalk, where satisfaction scores are exceptionally low.

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 in 3Q 2026. 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 at least 1009 respondents.

Questions answered in this report 

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