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Market Research Report

Connected Consumer Survey 2020: Fixed Broadband Retention and Satisfaction in Developed Asia-Pacific

Published by Analysys Mason Product code 1002633
Published Content info 16 Slides
Delivery time: 1-2 business days
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Connected Consumer Survey 2020: Fixed Broadband Retention and Satisfaction in Developed Asia-Pacific
Published: April 27, 2021 Content info: 16 Slides

"Digital channels such as social media and self-care apps are linked with higher customer service satisfaction than traditional channels such as call centres, but retail stores are also important from a satisfaction standpoint."

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 developed Asia-Pacific.

This report provides:

  • new insights about consumers' experiences with their fixed broadband services in developed Asia-Pacific (DVAP)
  • a breakdown of the key factors affecting Net Promoter Score (NPS) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of recent changes in NPS by operator
  • insight into operator channels and the link with customer satisfaction
  • detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.


The research was conducted between August and September 2020. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There was a minimum of 1000 respondents per country, and 3000 respondents in the region.


  • Australia
  • New Zealand
  • South Korea
Table of Contents

Table of Contents

  • Executive summary
  • Satisfaction and willingness to recommend
  • Intention to churn
  • Value-added services and channels for contacting operators
  • Appendix
  • Methodology and panel information
  • About the author and Analysys Mason
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