The Connected Consumer Survey 2019: fixed broadband retention and satisfaction in Malaysia and the Philippines

The fixed broadband markets in both Malaysia and the Philippines are becoming increasingly competitive. This report looks at the ways in which operators can improve their willingness to recommend and churn intention metrics.

Improvements in speed satisfaction can deliver significant benefits to fixed broadband operators in Malaysia and the Philippines.

This report provides:

  • new insights about consumers experiences with their fixed broadband services in Malaysia and the Philippines, derived from respondents surveyed in these countries
  • 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 how NPSs and churn differ by access technology type
  • 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.

Survey data coverage

The research was conducted in August 2019. 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

  • Malaysia
  • Philippines

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