Summary
Pay-TV customer satisfaction metrics 3Q 2026
This dataset summarises the most-relevant pay-TV customer experience KPIs for major operators in 19 countries based on primary research (Analysys Mason's 2026 consumer survey). It provides key metrics that allow for comparison between operators, and highlights the best performers in individual countries and worldwide. Analysis of the data contained herein is provided in a report focused on pay-TV customer satisfaction.
The survey was conducted in association with Dynata in 3Q 2026. The survey groups were chosen to be representative of the internet-using population in each region. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country (750 for Saudi Arabia and the UAE).
Metrics available
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Net Promoter Score (NPS) for fixed broadband provider
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Satisfaction with overall service
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Satisfaction with service price
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Satisfaction with channel selection
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Satisfaction with video quality
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Satisfaction with customer service
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Satisfaction with user interface (UI), electronic program guide (EPG) and navigation
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Satisfaction with bundled streaming services
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Satisfaction with the quality of recommendations
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Intention to churn from pay-TV provider in the next 6 months
Geographical coverage
Central and Eastern Europe
Poland
Turkey
Developed Asia–Pacific
Australia
New Zealand
Emerging Asia–Pacific
Philippines
Middle East and North Africa
Saudi Arabia
UAE
North America
Canada
USA
Sub-Saharan Africa
South Africa
Western Europe
Finland
France
Germany
Ireland
Italy
Norway
Spain
Sweden
UK
Tag>Tracker | Excel | Global Pay-TV and Video Metrics and Forecasts
