Slow broadband major concern for surfers
By L Whitmore, 30th June 2010
A recent survey has revealed the reasons people choose a
particular broadband provider - and why many fail to live up to
their promises.
The investigation, performed by Broadbandchoices.co.uk, looked
into the priorities and problems most commonly described by
broadband customers.
It found that the main point taken into consideration when
selecting a broadband provider was connection reliability, with
over one third of those questioned saying it had the most influence
on their decision. Connection speed came in as a close runner-up,
while value for money placed third, with just over one-fifth of
customers saying it was the most important aspect of a broadband
service. These results are similar to those of a survey performed
in 2009.
In terms of customer satisfaction, broadband providers still
struggle, with 39% of respondents saying that they had had problems
with their service failing to match up to what had been offered.
Despite being an improvement on last year, where 47% of those
surveyed indicated dissatisfaction, it nevertheless suggests that
internet service providers are lagging behind when it comes to
supplying a broadband experience which lives up to customer
expectations.
The main area causing problems for consumers, at an astounding
77%, was slow broadband, with many people making complaints that
their connections fail to attain the high speeds suggested by
advertisements. Worryingly, this is a 7% increase on last year's
survey, indicating that many broadband suppliers are repeatedly
failing to address customer concerns over the standard expected of
their internet and what is actually delivered.
And, despite only 6% of respondents describing it as being a
priority, second place among broadband disappointments was poor
customer service, with 35% describing it as being an issue - just
ahead of connection reliability, which placed third.
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