UK consumers are getting increasingly unhappy with the internet service they receive from their ISPs, according to Point Topic's BroadBand User Consumer Survey.
Point Topic quizzed respondents in a number of different categories of user satisfaction, including speed of service, billing clarity and value for money. Of particular note was the change in users who reported being 'very' or 'fairly' dissatisfied with the 'after sales support' which went from 7 percent in Feb 2006 to 18.3 percent in Dec 2006.
"The change since our last survey is striking. Within 10 months the satisfaction levels have declined significantly," says Dr Katja Mueller, research director at Point Topic. "From 92 percent of respondents saying they were 'very' or 'fairly' satisfied in February 2006 with the service they receive overall, it has dropped to 77 percent in December 2006.
“It suggests that many ISPs are focusing on the rush to gain market share in a rapidly consolidating market at the expense of customer service. In the long-run they may pay dearly for this neglect. With 25 percent of respondents telling us that they were ready to churn, ISPs may have their work cut out trying to keep hold of their hard won customers.”