Connected Consumer Survey 2020: fixed broadband retention and satisfaction in Europe and the USA
This report focuses on aspects of Analysys Mason’s Connected Consumer Survey that relate to the behaviour, preferences and plans of fixed broadband users in Europe and the USA. The survey was conducted in association with Dynata between August and September 2020.
The survey groups were chosen to be representative of the broader online consumer population in Europe and the USA. We set quotas on age, gender and geographical spread to that effect. There were a minimum of1000 respondents per country.
Key Questions Answered in this Report:
▪ What are the most significant factors that affect Net Promoter Scores(NPSs) for fixed broadband operators? Which operators score highly and why?
▪ What are the most significant drivers of fixed broadband churn and how can operators most-effectively approach customer retention?
▪ Which value-added services have a measurable effect on customer satisfaction and churn intention?
▪ What is the penetration of different channels for customer service and making a purchase and how does the channel mix influence satisfaction and churn?
Western Europe:▪ France▪ Germany▪ Italy▪ Spain▪ Sweden▪ UK
Central and Eastern Europe:▪ Poland▪ Turkey
North America:▪ USA
NOTE: THIS REPORT IS DELIVERED AS A ZIP (PDF & EXCEL)
Satisfaction and willingness to recommend
Intention to churn
Value-added services and channels for contacting operators
Methodology and panel information
About the author and Analysys Mason