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Based on an Ovum survey of 1,000 end users in the Netherlands, Spain, and Sweden, this report offers insights on consumers' perception of their home network performance, helping service providers understand what is required to improve QoE.


  • Digital services and applications have become critical to everyday life, and the network that delivers them down to the device is an essential element for ensuring a high quality of experience (QoE) and meeting customer expectations.
  • As the final link in the chain of that network, the home network has increased in importance, and broadband service providers can no longer simply provide a "best-effort" service in this area.

Features and Benefits

  • Reveals how consumers feel about the quality of their home network in three European countries and why they may churn.
  • Analyzes how digital applications and devices are used in various types of household.

Key questions answered

  • How do European consumers rate the quality of their home networking equipment?
  • To what extent do consumers believe that the home network is the responsibility of their broadband service provider?

Table of contents


  • In brief
  • Ovum view
  • Recommendations for service providers

Speed alone does not deliver QoE

  • Speed is nothing without reliability and availability
  • An opportunity to segment beyond heavy and light users

The home network has become a critical element of the end-to-end network

  • Digital applications are essential to everyday life
  • Wi-Fi has become a critical network technology for digital applications
  • It's not all about entertainment

Wi-Fi is still far from perfect

  • Majority of users still encounter Wi-Fi issues
  • Frequent issues decrease users' QoE
  • Increasing the quality of the home network

What this means for broadband service providers

  • Consumers believe the home network is the responsibility of the broadband service provider
  • Turning a curse into a blessing
  • Reducing the reliance on Wi-Fi in the home


  • Further reading
  • Author

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