Fixed Broadband Customer Experience in Developed Asia-Pacific: Consumer Survey

"Fixed broadband operators in developed Asia-Pacific still have opportunities to improve the customer experience of subscribers that are using their call centres."

This report focuses on aspects of Analysys Mason's consumer survey that relate to the behaviour, preferences and plans of fixed broadband users in three countries in developed Asia-Pacific (DVAP), namely Australia, New Zealand and South Korea.

Topics analysed

• Customer service and sales channels used in DVAP

• How customer experience is affected by channel usage (in terms of customer service satisfaction and Net Promoter Score (NPS))

• Channel usage among different demographics

• Differences in channel usage between mobile and fixed customers

Survey data coverage

The survey was conducted in association with Dynata between August and September 2021. The survey groups were chosen to be representative of the broader online consumer population in the region. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country.

Geographical coverage