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UK Internet Users Reluctant to Recommend their Broadband ISP

Monday, May 13th, 2013 (8:20 am) - Score 733

Less than half (47.6%) of the 779 respondents to our latest monthly reader poll have said that they’d definitely recommend their broadband ISP to others and 26.9% felt that the service they received was still too expensive, which is despite the UK being home to some of the most affordable broadband services in the world.

A study conducted by ISPreview.co.uk earlier this year similarly found that close to two thirds of consumers appeared to be ‘happy‘ with their broadband ISP choice, yet the new research suggests that only around half would go the next step of actually recommending their provider to other people. Familiar issues with support, speed and cost are among the primary concerns.

How would you rate the quality of your ISPs support?
Good – 45%
Average – 30.2%
Poor – 24.6%

How would you rate the quality of your ISPs speed and reliability?
Good – 50%
Poor – 27.8%
Average – 22%

How would you rate your ISPs price?
Average – 46.3%
Expensive – 26.9%
Affordable (Cheap) – 26.7%

Would you recommend your ISP to others?
Yes – 47.6%
No – 32%
Maybe – 20.2%

Word of mouth is a very fluid but powerful tool and one that frequently benefits broadband providers, albeit only those which are able to deliver upon their promises of a good service. Never the less we can be a pessimistic bunch and nobody likes to recommend a service to friends unless they’re sure it won’t come back to haunt them.

This month’s new survey asks how important Mobile Broadband is to you and whether or not the next generation of 5G mobile services will be a true “fixed line substitute“? 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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