How home Wi-Fi affects broadband user experience: consumer survey

This report analyses how in-home Wi-Fi performance affects customer satisfaction as measured by Net Promoter Score (NPS), intention to churn and gaming experience. The report also analyses the demographics of consumers that buy Wi-Fi mesh and extenders. 

Topics analysed

• Which operators received high satisfaction with their Wi-Fi offerings and what are their approaches? 
• How are metrics such as NPS and intention to churn affected by in-home Wi-Fi performance? 
• What demographic features are associated with the purchase of Wi-Fi solutions such as mesh or network extenders? 
• How does the in-home Wi-Fi experience affect the overall quality of experience for gamers in particular? 

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 respondents).

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 and the UAE
• North America: Canada and the USA
• Sub-Saharan Africa: South Africa