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Brits Satisfied with UK Broadband but Demand Faster Speeds

Posted: 01st Sep, 2009 By: MarkJ
The results from 527 respondents to our latest monthly survey reveal that 41.3% claim an "Average" level of satisfaction with their broadband ISP and 35.4% were "Very" satisfied, while only 23.1% expressed a "Deep Dissatisfaction" with their current provider. The overall level of satisfaction appears to be quite strong, yet consumers clearly still see a number of areas with room for improvement, such as speed.
How important is broadband?
Critically Important - 69.2%
Important, not essential - 29.7%
Unimportant - 0.9%


How satisfied are you with your ISP?
Average Satisfaction - 41.3%
Very Satisfied - 35.4%
Deeply Dissatisfied - 23.1%


Which of these must your ISP improve the most?
Better Speeds - 57.1%
Lower Prices - 16.1%
Better Support - 12.1%
My ISP is Perfect! - 10.4%
More Services - 3%
Better Security - 1.1%
On the surface these results are good news, indicating that most people are satisfied with the service they receive. However nobody should allow themselves to become complacent while such a significant portion is calling for better speed. This is not usually because they seek a new super-duper next generation connection but rather because their existing service is failing to deliver upon its original promises.

In fairness it can be difficult for ISPs to offer a completely accurate estimate of the maximum speed that a line can support, which is required by Ofcom's voluntary Code of Practice. All sorts of factors, from the length of a telephone line to ISP congestion or even interference from electrical devices, can play a part.

Still, in situations where there is a significant and prolonged drop in performance, which is clearly not the end-users fault, then we believe that stronger rules to reinforce a customer’s right to exit their contract without penalty and change ISP should be reinforced.

The latest survey asks "Do you think your broadband Internet connection is secure?", and questions where the responsibility for online security should ultimately reside.
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