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EY Decoding the Digital Home 2025
The study explores evolving consumer behaviors and attitudes toward connectivity and digital content. Based on a survey of 20'500 households across 14 countries, it examines the impact of geopolitical developments on loyalty and switching trends, as well as the increasingly significant role of AI in the customer journey.
Findings from the study:
- 86% in Switzerland fear that trade conflicts will further drive up prices for electronic devices or connectivity.
- In Switzerland, the churn rate in streaming has increased by 12% within one year.
- Almost half of respondents in Switzerland (45%) use generative AI in their daily lives, yet simultaneously express data-privacy concerns (58%).
- Globally and in Switzerland, a form of contradictory loyalty emerges: customer loyalty stems not only from genuine satisfaction with price and performance, but equally from concern that switching providers would be too complicated and time-consuming.
Author:
Roman Haltinner
Publication:
15 Dec 2025
Language:
English
Number of pages:
48
Document type:
Study
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