Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Australia & New Zealand – ResearchAndMarkets.com

DUBLIN–(BUSINESS WIRE)–The “The Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Australia and New Zealand” report has been added to ResearchAndMarkets.com’s offering.

These survey results highlight the most important drivers of willingness to recommend and churn for fixed broadband subscribers in Australia and New Zealand

This report focuses on aspects of the Consumer Survey that relate to the behaviour, preferences, and plans of fixed broadband users in Australia and New Zealand.

The survey was conducted in association with Dynata between July and August 2019. The survey groups were chosen to be representative of the broader online consumer population in Australia and New Zealand. The analyst set quotas on age, gender and geographical spread to that effect. There was a minimum of 1,000 respondents per country.

The report provides:

• new insights about consumers’ experiences with their fixed broadband services in Australia and New Zealand
• a breakdown of the key factors affecting Net Promoter Scores (NPSs) and churn, with further discussion about which operators are particularly effective at achieving high scores
• an analysis of recent changes in NPS by the operator
• insight into operator channels and the link with customer satisfaction
• detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

Key Questions Answered

• What are the most significant drivers of Net Promoter Score (NPS) for fixed broadband operators, and which operators are particularly effective at scoring highly and why?
• What are the most significant drivers of fixed broadband churn and how can operators most effectively approach customer retention? What is the effect of customers’ use of digital channels on customer satisfaction and retention?
• Do value-added services have a measurable effect on customer satisfaction and churn intention? If so, which value-added services?

Key Topics Covered

1. Executive summary
2. Speed upgrades have the potential to deliver the most significant uplifts to customer satisfaction
3. Speed upgrades are likely to yield the greatest reduction in intention to churn
4. Value-added services are not providing churn- or satisfaction related benefits to operators
5. Methodology and panel information

For more information about this report visit https://www.researchandmarkets.com/r/vbnr25

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