Fixed–mobile customer satisfaction and experience: consumer survey

More operators worldwide are pursuing a fixed–mobile convergence strategy. This report assesses the features of the customers that are more likely to subscribe to fixed–mobile convergence bundles, based on Analysys Mason’s consumer survey.

Topics analysed in this report

This report provides data and insights into how the following metrics vary among customers that take fixed and mobile services from the same operator and customers that take the two services from different operators:

• intention to churn (fixed and mobile service provider)
• Net Promoter Score (fixed and mobile service provider)
• overall satisfaction (fixed and mobile services).

Survey data coverage

The survey was conducted in association with Dynata in July 2024. The survey groups were chosen to be representative of the broader online consumer population in the countries covered. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents per country (except in Saudi Arabia and the UAE, where there were 750 per country).

Geographical coverage

• Asia–Pacific: Australia, Malaysia and New Zealand
• Europe: France, Germany, Ireland, Italy, Norway, Poland, Spain, Sweden, Turkey and the UK
• Middle East and North Africa: Saudi Arabia, South Africa and the UAE
• North America: Canada and the USA
• Sub-Saharan Africa: South Africa