This report examines the findings from an annual consumer survey to evaluate the behaviour, preferences, and plans of fixed broadband users. It provides insights into customer satisfaction, churn rates, and the influence of value-added services (VAS) on overall satisfaction.
The survey was conducted between July and August 2023 and targeted a representative sample of online consumers across the covered countries. Quotas for age, gender, and geographical distribution were applied to ensure balanced representation, with a minimum of 1000 respondents per country.
Key Questions Addressed:
- How do fixed broadband speeds impact metrics such as Net Promoter Score (NPS), customer satisfaction, and churn intent?
- What are the primary drivers of churn among fixed broadband users, and how do these vary by speed?
- What services do broadband customers include in their bundles, and how is this trend evolving?
- How does bundling additional services affect customer satisfaction?
Geographic Scope:
- Western Europe (WE): France, Germany, Ireland, Italy, Norway, Spain, Sweden, and the UK
- Central and Eastern Europe (CEE): Poland and Turkey
- North America (NA): Canada and the USA
- Developed Asia–Pacific (DVAP): Australia and New Zealand
- Emerging Asia–Pacific (EMAP): Malaysia
- Africa: South Africa
Target Audience:
- Product Managers and Strategy Teams: Professionals in fixed broadband operations, particularly those introducing new products or responding to competitors.
- Marketing Executives and Product Designers: Decision-makers focused on service design and its effect on customer retention.
- Regulatory Authorities: Organizations responsible for monitoring competition and overseeing market dynamics in the fixed broadband sector.
