Research from Support.com reveals that customers are fed-up with the poor technical support that they get from ISPs. More than 60% of ISP customers don't rate the telephone support that they receive. Two-thirds think that email support is sub-standard, rising to 70% for web-based support.
Fifty-nine percent of customers experience technical problems at least once a month. With 10 million Internet subscribers in the UK, this equates to nearly 6 million technical support incidents each month.
Almost two-thirds of users rate quality of customer service as a key consideration when choosing an alternative ISP. Nearly all respondents (92%) stated that the ongoing cost of the service was an important factor. In contrast, less than 25% rate leisure/entertainment services or other added value options as important.
"ISP customers are not happy with the service they're getting," said Terry Lawlor, EMEA director of marketing at Support.com. "With Internet subscriber numbers rising, and more people switching to broadband, an ISP's survival depends on improving service levels while containing costs."
Support.com is a leading provider of support automation software. Global 2000 companies using its software include corporate enterprises like GE, Cisco Systems, British Telecom and Schlumberger, plus OEMs and service providers like IBM, Sony, CSC, and BellSouth. Support.com has offices worldwide.