uSwitch.com claims that customers of "free" broadband ISP's are less satisfied with their service compared to rivals. The survey of more than 11,000 customers found an overall 9% drop in broadband satisfaction levels:


The BBC News Online item fails to point out the other side of this, which is that the majority of people are satisfied with their service. Unfortunately for ISP’s, consumers’ judge a business by its ability to cope when problems arise.

Typically the survey can be read one way or the other, although even the top rating of 85% still means that 15% of customers aren’t happy, which is far too many.