Home
 » ISP News » 
Sponsored

ISPreview UK Survey Predicts More Broadband ISP Switchers in 2014

Monday, December 30th, 2013 (7:54 am) - Score 770
uk-internet-statistics

A new survey of 3,345 ISPreview.co.uk readers has found that UK consumers are becoming increasingly dissatisfied with the reliability and quality of customer support provided by their current broadband ISP, with more expecting to switch (migrate) to another ISP in 2014 than in 2013.

The online poll found that consumers were least happy with the quality of their ISPs customer support, connection reliability and service speeds. As a result the proportion of people that expected to swap ISP in the coming year has risen from 32.3% in 2012 and now stands at 37.6%.

However it’s worth noting that Ofcom’s 2012 Consumer Experience report revealed that in the end only 9% of fixed line broadband consumers actually switched provider during 2012, although this did represent an increase from 7% one year earlier. ISPreview.co.uk’s readers are perhaps much more likely to consider a move but in the end many still appear to hesitate when it comes to decision time.

Which aspect of your ISP makes you least happy?
Support – 30.1%
Reliability – 30%
Speed – 18.9%
Price – 9.7%
None – 6.9%
Service Restrictions (fup) – 4.1%

How much do you pay just for broadband (monthly) – pick closest?
£20 or more – 75.4%
£15 – 11%
£10 – 6.7%
£0 to £5 – 4.4%
Don’t know – 2.3%

Will you switch ISP in 2014?
Maybe – 47.1%
Yes – 37.6%
No – 15.2%

Broadband speeds have improved a lot, at least for some people, over the past couple of years and this is largely thanks to the adoption of a new generation of ‘super-fast’ (Next Generation Access) connectivity. But speed, which was once the most important consideration, has never been the only significant factor for consumers. Just look at how things have changed from last year’s study.

[Q4 – 2012] Which aspect of your ISP makes you least happy?
Speed – 40.2%
Reliability – 17%
None – 14.5%
Price – 13.7%
Support – 7.3%
Service Restrictions (fup) – 7%

Some of the biggest ISPs have been attempting to keep their customer churn under control by adding new TV content (e.g. BTSport, TalkTalk TV), although it’s clear from our survey that Internet providers must now be much more mindful of their customer support quality and service reliability if they are to hold onto their users.

Meanwhile this month’s new survey asks about your current broadband speed and whether or not you’d pay extra for a 30Mbps+ connection if you could already get 15Mbps? Vote Here.

Share with Twitter
Share with Linkedin
Share with Facebook
Share with Reddit
Share with Pinterest
Tags:
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 Twitter, , Facebook and Linkedin.
Leave a Comment
16 Responses

Comments are closed.

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Ultrafast ISPs
  • Gigaclear £20.00 (*54.00)
    Speed: 400Mbps, Unlimited
    Gift: None
  • Vodafone £23.50 (*26.50)
    Speed: 100Mbps, Unlimited
    Gift: None
  • Hyperoptic £25.00 (*35.00)
    Speed: 150Mbps, Unlimited
    Gift: Promo Code: ROKUGIFT
  • Community Fibre £27.50 (*32.50)
    Speed: 200Mbps, Unlimited
    Gift: First 6 Months Free
  • Virgin Media £28.00 (*52.00)
    Speed: 108Mbps, Unlimited
    Gift: None
Large Availability | View All
Cheapest Superfast ISPs
  • Vodafone £19.50 (*22.50)
    Speed 38Mbps, Unlimited
    Gift: None
  • NOW £20.00 (*32.00)
    Speed 36Mbps, Unlimited
    Gift: None
  • Hyperoptic £20.00 (*25.00)
    Speed 50Mbps, Unlimited
    Gift: Promo Code: ROKUGIFT
  • TalkTalk £21.00 (*29.95)
    Speed 38Mbps, Unlimited
    Gift: None
  • Plusnet £21.95 (*38.20)
    Speed 36Mbps, Unlimited
    Gift: £75 Reward Card
Large Availability | View All
The Top 20 Category Tags
  1. FTTP (3665)
  2. BT (3043)
  3. Politics (1974)
  4. Building Digital UK (1944)
  5. FTTC (1897)
  6. Openreach (1862)
  7. Business (1717)
  8. Mobile Broadband (1500)
  9. Statistics (1427)
  10. FTTH (1367)
  11. 4G (1295)
  12. Virgin Media (1195)
  13. Fibre Optic (1184)
  14. Wireless Internet (1175)
  15. Ofcom Regulation (1166)
  16. Vodafone (859)
  17. EE (845)
  18. 5G (792)
  19. TalkTalk (779)
  20. Sky Broadband (756)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact