NBN consumer experience: Households and businesses—the end-to-end journey | ACMA

NBN consumer experience: Households and businesses—the end-to-end journey

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Overview

The Australian Communications and Media Authority’s, NBN consumer experience: Households and businesses—the end-to-end journey report details the results of research commissioned by the ACMA to investigate the experience of households and small and medium-sized businesses moving to and using services delivered over the National Broadband Network (NBN).

This report contains detailed analysis of both households and businesses, following a snapshot of findings for households published in March 2018.

The research focused on the experience of consumers who had migrated to services delivered over the NBN in the 12 months prior to the research fieldwork—that is, those who began using their new services between:

  • November 2016 and December 2017 for households
  • January 2017 and February 2018 for businesses.

Improving the NBN consumer experience is a key priority for the ACMA. This research provides important evidence that has been used to inform recent telco rules to deliver better consumer outcomes and will continue to inform ACMA education and regulatory activities.

Release date

August 2018

Downloads

  Word PDF .ods

NBN consumer experience: Households and businesses—the end-to-end journey

2.6 MB

2 MB

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Questionnaire—households

135 KB

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Questionnaire—businesses

135 KB

Accessible file of all figures

33 KB

Comments and questions about the report should be sent to research.analysis@acma.gov.au.

Last updated: 21 August 2018