Fixed Broadband Operator Customer Satisfaction Metrics 3Q 2022

"This tracker provides details on NPS, churn intention and satisfaction with a number of elements of the fixed broadband experience."

This data set summarises the most relevant fixed broadband customer experience KPIs for major operators in 20 countries based on primary research (Analysys Mason's 2022 consumer survey). It provides key metrics that allow for comparison between operators and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a series of reports focused on fixed broadband customer satisfaction in the different regions covered.

The survey was conducted in association with Dynata between July and August 2022. The survey groups were chosen to be representative of the internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country.

Note: this tracker was originally published on 17 August 2022 and republished on 16 November 2022 in order to adjust the methodology for how churn intention was calculated.

Metrics available

• Net Promoter Score (NPS)
• Satisfaction with overall service
• Satisfaction with price
• Satisfaction with service reliability
• Satisfaction with service speed
• Satisfaction with customer service
• Satisfaction with usage restrictions
• Intention to churn from fixed broadband provider in the next 6 months.

Geographical coverage