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Market Research Report

Connected Consumer Survey 2017: Fixed Broadband Retention and Satisfaction in Europe and the USA

Published by Analysys Mason Product code 356537
Published Content info 19 Slides
Delivery time: 1-2 business days
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Connected Consumer Survey 2017: Fixed Broadband Retention and Satisfaction in Europe and the USA
Published: March 5, 2018 Content info: 19 Slides
Description

"Many customers are likely to overlook high prices as long as operators' services deliver the promised results and complaints are dealt with efficiently."

The growing availability and affordability of superfast broadband is creating new opportunities for well-positioned players, but pricing remains key. In this report we focus on the drivers of satisfaction and churn of broadband customers in Europe and the USA.

This report provides:

  • new consumer insights derived from 7090 respondents surveyed in 7 different countries
  • insights into the usage behaviour and preferences of fixed broadband subscribers
  • information about bundling, retention, changing usage habits and changing demographics for fixed broadband services
  • a breakdown of the key factors affecting the Net Promoter Score (NPS), with further discussion about which operators are particularly effective at achieving high scores
  • detailed information about which value-added services have a measurable effect on customer satisfaction.

Survey data coverage:

The research was conducted in July and August 2017. The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotas on age, gender and employment status to that effect. There were a minimum of 1000 respondents per country. The total sample size was 7090 respondents.

Geographical coverage:

  • France
  • Germany
  • Poland
  • Spain
  • Turkey
  • UK
  • USA
Table of Contents

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • CHURN DRIVERS
  • SATISFACTION DRIVERS
  • IMPACT OF VAS ON CUSTOMER SATISFACTION
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHORS AND ANALYSYS MASON
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