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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.
- 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.