Connected Consumer Survey 2020: fixed broadband retention and satisfaction in emerging Asia–Pacific

This report focuses on aspects of Analysys Masons Connected Consumer Survey that relate to the behaviour, preferences and plans of fixed broadband users in Indonesia, Malaysia, the Philippines and Thailand. In particular, it focuses on the drivers of satisfaction and churn for these users.

This report provides:

• new insights about consumers experiences with their fixed broadband services in Indonesia, Malaysia, the Philippines and Thailand
• 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
• detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

Survey data coverage

The research was conducted in September 2020. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. Each country had a minimum of 1000 respondents.

Geographical coverage

• Indonesia
• Malaysia
• Philippines
• Thailand