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Should Broadband ISPs Improve their Signup Process? Our survey says..

Monday, Nov 26th, 2012 (8:15 am) - Score 399

The results from 552 respondents to ISPreview.co.uk’s latest reader poll found that over a third (39.8%) would like to see their broadband ISP improve its registration system, which is despite the fact that 78.4% claimed the sign-up process itself was “Easy“.

The survey similarly revealed that 69% signed up to their ISP via an online form, while a quarter preferred to use the telephone (30%) and just 0.9% joined via an old fashioned postal application form. Elsewhere the vast majority of new ISP customers came from migrations (63.4%), while 36.5% requested a new broadband line.

What method did you use to sign-up with your current ISP?
Online Signup – 69%
Telephone Call – 30%
Postal Form – 0.9%

How easy was the sign-up process?
1 Easy – 78.4%
2 Medium – 18.6%
3 Hard – 2.8%

Do you think your ISP could improve its sign-up process?
No – 60.1%
Yes – 39.8%

Did you migrate from another ISP or get a new line?
Migration – 63.4%
New Broadband Line – 36.5%

Joining or switching to a new ISP shouldn’t be traumatic and our survey suggests that the sign-up process is usually easy. Never the less ISPs should always endeavour to make their related systems and forms as clean, readable and simple as possible.

Meanwhile Ofcom are continuing to work on a new migration system that should tackle a lot of the current technical problems with the process, which can result in some customers being left in limbo for weeks before they’re able to swap provider. Unfortunately this is a complex process and at times the regulator has appeared to be dragging its feet for far too long.

This month’s new survey asks how much you pay for your current broadband ISP, what you think of their service and whether or not you will swap internet provider in 2013? Vote Here.

By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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