Fixed broadband customer experience in Europe and the USA: consumer survey

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Date: 22-Mar-2022
No. of pages: 9
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"The change in consumer behaviour is slow, but there is evidence that respondents are beginning to use digital channels for customer service more frequently."

This report focuses on aspects of Analysys Mason’s consumer survey that relate to fixed broadband customer experience in Europe and the USA.

Topics analysed


  • Customer service channels used in Europe and the USA

  • Channel usage among different demographics

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

  • Purchasing channel usage and how this compares with customer service channel usage.


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 Europe and the USA. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country.

Geographical coverage


  • France

  • Germany

  • Ireland

  • Italy

  • Poland

  • Spain

  • Sweden

  • Turkey

  • UK

  • USA

Fixed broadband customer experience in Europe and the USA: consumer survey

Table of Contents

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  • In-home broadband - Technologies for in-home broadband
    Published: 19-Dec-2022        Price: US 4500 Onwards        Pages: 36
    The outbreak of the pandemic has led to an inevitable surge in the use of digital technologies and placed broadband networks as a key enabler for various digital applications in home, including teleconference, online education, 4K / 8K ultra-high definition video, VR / AR games, etc. Since then, the typical requirements of the connected home have evolved. An 8K video stream requires at least 150 Mbps of bandwidth, which is four times more than 4K. Applications such as live streaming, ......
  • Fixed broadband and voice quarterly metrics 2Q 2022
    Published: 28-Nov-2022        Price: US 1999 Onwards        Pages: 0
    The fixed broadband market continues to grow apace. Emerging markets continue to buoy growth in the overall worldwide fixed broadband market. Developed markets also continue to be dynamic at the operator and access technology level. We track a range of metrics, including market share, access technology splits and quarterly growth. Data coverage Each quarter, the following metrics are published for 84 countries and several hundred operators: coun......
  • Fixed broadband operator customer satisfaction metrics 3Q 2022
    Published: 16-Nov-2022        Price: US 3999 Onwards        Pages: 0
    "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 ......
  • Fibre broadband offerings for SMEs: operator strategies
    Published: 31-Oct-2022        Price: US 1499 Onwards        Pages: 9
    "Operators should provide differentiated B2B fibre broadband offers and extend their services to more business sites." The rapid growth in the take-up of fibre broadband among small and medium-sized enterprises (SMEs) brings new challenges for operators and may result in the cannibalisation of their dedicated connection revenue. However, operators should be confident in embracing fibre broadband because it also offers the potential for ARPU growth and an opportunity t......
  • Fixed broadband speeds: trends and analysis in Europe 1Q 2022
    Published: 03-Oct-2022        Price: US 1499 Onwards        Pages: 7
    "88% of fixed broadband connections in Sweden are faster than 100Mbit/s, but fewer than 6% have speeds of at least 1Gbit/s." Consumers in Europe are increasingly subscribing to faster home broadband speeds and the number of gigabit subscribers is rising. Operators must invest in FTTx technology to meet the long-term demand. Information included in this report Insight into the take-up of, and demand for, gigabit services in Europ......
  • Fixed broadband and voice quarterly metrics 1Q 2022
    Published: 22-Sep-2022        Price: US 1999 Onwards        Pages: 0
    The fixed broadband market continues to grow apace. Emerging markets continue to buoy growth in the overall worldwide fixed broadband market. Developed markets also continue to be dynamic at the operator and access technology level. We track a range of metrics, including market share, access technology splits and quarterly growth. Data coverage Each quarter, the following metrics are published for 84 countries and several hundred operators: coun......
  • Fixed broadband speed tracker 1Q 2022
    Published: 23-Aug-2022        Price: US 1999 Onwards        Pages: 0
    "Belgium, the Netherlands, Spain and Sweden are among the few European countries to have over half of broadband customers on connections of 100Mbit/s or more." This data set provides information on the retail fixed broadband download speeds that subscribers take. It contains data reported by regulators at a national level and refers to advertised plan speeds rather than actual speeds. The data set covers the period from 2017 to 2022, where data is available.......
  • Fixed broadband and voice quarterly metrics 4Q 2021
    Published: 16-Jun-2022        Price: US 1999 Onwards        Pages: 0
    The fixed broadband market continues to grow apace. Emerging markets continue to buoy growth in the overall worldwide fixed broadband market. Developed markets also continue to be dynamic at the operator and access technology level. We track a range of metrics, including market share, access technology splits and quarterly growth. Data coverage Each quarter, the following metrics are published for 84 countries and several hundred operators: coun......
  • Fixed broadband customer experience in emerging Asia-Pacific: consumer survey
    Published: 31-Mar-2022        Price: US 1499 Onwards        Pages: 9
    "Survey respondents that use digital customer service channels as their first choice generally have high NPSs." This report focuses on aspects of Analysys Mason’s consumer survey that relate to fixed broadband customer experience in emerging Asia–Pacific (EMAP). Topics analysed Customer service channels used in EMAP Channel usa......
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