Around third of customers are planing to switch broadband provider because of shortfall in broadband speeds. There is a downfall in speed satisfaction for the third consecutive year.
Though there has been an improvement in the customer satisfaction across a number of areas. It has been disclosed by a latest research conducted by Broadbandchoices.co.uk that there has been an increase in the number of consumers who are not satisfied with the actual speeds despite ever higher advertised speeds. There were around a third of the 8,000 respondents in the study who were not satisfied with their speeds as compared to 27% last year and only 16% in 2008.
It was stated by around 28% of respondents that they were looking forward to switch broadband provider because they were not satisfied. It is a very big rise from 2009 when there were only 17% who were looking forward to switch due to poor broadband speeds.
The most exciting thing is that there are more than three quarter of customers subscribing to superfast broadband connection of 24Mb or more were satisfied with their speeds which is a huge augmentation on average satisfaction levels.
Michael Phillips, Broadbandchoices.co.uk product director, said: “The steady increase in speed dissatisfaction is indicative that consumers are taking advantage of access to online content that places more demand on their Internet connection but as ISPs advertise – and consumers subscribe to – ever faster services, their expectations are failing to be met. Service providers need to be careful since our research would show that many customers have had enough and are more willing to express that dissatisfaction by changing suppliers.
“Broadband users unsure of their connection should use a broadband speed tester and if their service consistently falls short of expectations, should seriously consider their options including switching to a 24Mb+ package.”