Broadband users are less satisfied with their service provider than last year, according to a new survey from analyst Point Topic.
Point Topic’s BroadBand User Consumer Survey 3 shows satisfaction levels have declined significantly in ten months.
Katja Mueller, research director at Point Topic, said, “From 92% of respondents saying they were ‘very’ or ‘fairly’ satisfied in February 2006 with the service they receive overall, it dropped to 77% in December 2006.”
Point Topic quizzed 5,000 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 “after sales support“, which went from 7% in February 2006 to 18.3% in December 2006.
“This 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,” said Mueller.
It is likely, said Point Topic, that customer churn will be a major factor in the consumer broadband market in 2007, as comms regulator Ofcom has changed the market rules to make it easier for users to switch provider.
The BroadBand User Consumer Survey 3 was conducted for Point Topic by pollsters YouGov and Ipsos MORI in December 2006 with over 5,000 respondents.
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