The better the question. The better the answer. The better the world works. У вас есть вопрос? У нас есть ответ. Решая сложные задачи бизнеса, мы улучшаем мир. У вас є запитання? У нас є відповідь. Вирішуючи складні завдання бізнесу, ми змінюємо світ на краще. Meilleure la question, meilleure la réponse. Pour un monde meilleur. 問題越好。答案越好。商業世界越美好。 问题越好。答案越好。商业世界越美好。


Exceeding customer expectations

EY’s annual survey of 2,500 UK households sheds new light on the broadband customer journey as consumer expectations continue to evolve

This year’s research reveals that 46% of consumers are increasingly overwhelmed by the range of bundles on offer, up 3% from last year, and introductory offers provide more of a source of confusion than clarity.

Customer service can act as a key differentiator and support premium positioning in the market, with 33% of households willing to pay more for their broadband bundle in return for good customer service. However, many UK households are still left dissatisfied with their customer support experience, with consumer challenges varying significantly by age.

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View the complete series …

Our digital home series looks at consumer attitudes and habits towards TMT products and services in the home, with each focusing in-depth on a specific area to draw out fresh insights.

Decoding the digital home 2019

This overview report opens the door into the nuances of today’s digital home.

1 Zooming in on household viewing habits


of households mainly watch TV programmes on the five traditional TV channels, up from 46% in 2017.

2 Taking new steps into the smart home


of households would like to control their home appliances through a new device or app.

3 Putting trust at the heart of the digital home


agree that GDPR will significantly improve the security of their personal data.

4 Exceeding customer expectations


of households would pay more for their broadband in return for good customer service.

Contact us

Praveen Shankar
UK&I Technology, Media and Telecommunications Leader

Adrian Baschnonga
Lead Analyst, EY Global Telecommunications

Martyn Whistler
Lead Analyst, EY Global Media and Entertainment

Andy Edge
Assistant Director, Economic Advisory