The survey results lead us to believe that operators' most-effective strategy for customer retention does not actually require them to focus on highly dissatisfied customers.
This report focuses on aspects of Analysys Mason's annual Connected Consumer Survey that relate to the behaviour, preference and future plans of fixed broadband users in France, Germany, Poland, Spain, the UK and the USA. The survey, consisting of an online questionnaire of 137 questions, was conducted in October 2012 and had a total sample size of 6610 respondents, which was designed to be representative of the online population with respect to age, gender and employment status.
The survey group consisted of 6610 individuals aged 18 years and over, and was representative of the demographic characteristics of Internet users in each country - France, Germany, Poland, Spain, the UK and the USA. Respondents were selected until nationally representative quotas for gender, age range and employment status (as well as geographical region in the case of the USA) were reached. Respondents were then asked to complete a 20-minute questionnaire, Analysys Mason's Connected Consumer Survey. Questions took the form of yes/no, multiple choice, text and numerical input cells.
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