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Broadband customers less happy compared to last year

A survey published today shows an increase in the number of unhappy broadband customers compared to a similar survey 10 months ago.

According to Point Topic’s latest broadband consumer survey, 77% of those surveyed were ‘very’ or ‘fairly satisfied’ with the overall service in December 2006.  The figure for the same poll in February 2006 was much higher at 92%.

The report gathers information including speed of service, billing clarity and value for money, with report noting “the change in users who reported being ‘very’ or ‘fairly’ dissatisfied with the ‘after sales support’ which went from 7% in Feb 2006 to 18.3% in Dec 2006”

Dr Katja Mueller, Research Director at Point Topic said ”The change since our last survey is striking.  Within 10 months the satisfaction levels have declined significantly”.

She continued ‘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”.

Broadband providers clearly need to concentrate harder on providing better customer service for their customers.   With continued strong consumer demand for broadband, the companies also need to ensure that the technological infrastructure is available to provide a quality service for the volume of users wanting a broadband connection.

Easier to switch broadband

Broadband providers now have to by default, provide a MAC (the special code required to switch to another broadband provider) to a customer when requested since Ofcom’s new ruling from 14th February 2007 which requires all ISPs to use the ‘MAC process’ if they receive a migration request from a customer.

The survey showed that 25% percent of respondents said they were ready to switch providers so this year could see an increase in the churn rate too.  The full survey is available here.