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Areconsumerscomfortablein the digital home?Decodingthedigitalhomestudy2022EYThe betterthe question.Thebettertheanswer.Building a betterThebettertheworldworksworking world ContentsAboutthisstudy03What are the key insights?04Detailed survey findings071.The search for value ina volatile world072.Onlinesecurityand safetyinfocus123.Evolvingconnectivityand content needs184.Revisitingcustomerrelationships26What'snextforserviceproviders?.32 About this studySurveyed countrlesDecoding the digita/ home is based on an online survey conducted for the EY Global Technology, Media & Entertainment,and Telecommunications (TMT) team of more than 20,0O households in Canada, France, Germany, Italy, Spain,Sweden, the UK and the US. The study is produced annually, and this year's research was conducted in February 2022.The survey is designed to help organizations understand changing consumer atitudes toward technology, mediaand telecommunications experienced in the home = and the companies that provide these products and services.Our latest findings focus on topics such as the impact of the COVID-19 pandemic, cost-of-living crisis, online safety,evolving connectivity and content needs, and the customer journey. Additional insights and analysis are providedby the EY Global TMT teamAbout this study What are the key insights?As we analyzed and evaluated our survey results across all countries andall digital proclucts and services that we asked households about severalinterrelated themes stood out.1. The digital household in 2022 is demandingand value consciousDemand for robust connectivity and winning content remain pronounced.60%More than four in 1o households say their internet connectivity and TV/streaming needs have increased because of the pandemic and interestingly43% expect these needs to continue. However, the cost-of-living crisis iscreating anxiety, with more than half of households concerned that theirbroadband and TV providers will increase monthly subscription rates,are concerned about theirand more than four in 10 concerned that they already pay too muchbroadband provider increasingor aren't offered the best deals.the monthly price they pay.Despite the concern around value, households still want new and betterexperiences. A total of 37% say that the public health crisis has made themmore interested in discovering new digital experiences, with one in fouropen to the new possibilities of immersive internet experiences such asthe metaverse. In addition, as households become increasingly consciousof global sustainability challenges, service providers must consider theirgreen credentials. The survey revealed that 39% of respondents don't thinkconnectivity and content providers are doing enough to address climatechange and sustainability.2. Many consumers are looking to downsize theirexposure to the online world27%While the pandemic has driven up digital connectivity and content needsmany consumers are looking to downsize their exposure to the online world.Our findings show that 34% say they plan to reduce the amount of timethey spend online as society returns to normal in the wake of the COVID-19pandemic, while 33% are planning to transfer spend away from connectivityare interested in reducing theand content and toward other categories, In addition, more than 20% arenumber of music and videointerested in reducing the number of music and video streaming platformsstreaming platforms they use.they use, as well as the number of connected devices they have in theirhomes. Interestingly, countries that have seen the greatest uptick in demandsince the pandemic Canada, Italy, the UK and the US also carry thegreatest downsizing risks.What are the key insights? Are consumers comfortable in the digital home?3. Online wellbeing and harmful content are criticalconcerns, particularly among younger usersThe public health crisis has compounded, rather than alleviated, pre-existing59%fears around data disclosure, with 40% of consumers saying they are moreworried than before about the privacy of their personal data, compared withthe pandemic. Service providers should also take heed of the wellbeingchallenges that are top of mind among younger users as 47% of respondentsfeel governments and regulatorsunder 25 often think about the negative impact that using the internet has onshould be doing more to combattheir wellbeing. And if they don't, other entities may well intervene to ensureharmful content.that online experiences are more positive. Our report shows that 59% feelgovernments and regulators should be doing more to combat harmful content,with 47% agreeing that the internet should be very tightly regulated to restrictwhat people can access online.4. Households are looking beyond traditionalbroadband bundlesBundles of connectivity and content are a mainstay of how consumers51%purchase digital experiences for their home. However, their needs here arechanging. Half of households would be likely to take additional privacy orsecurity featur