UK Survey Shows 91% Happy With the Quality of Home Internet Services

October 17, 2006 - A high proportion of internet households in the UK are satisfied with most major aspects of the service they receive, according to the latest analysis from Broadband Consumer Survey 2 (CS2) of Point Topic’s BroadBand User Service.

According to Point Topic, an “impressive” 91% are happy with the quality and reliability of service and 82% satisfied with download times. But a quarter of all internet households are irritated and frustrated with their ISPs’ support services.

"Support is the one key issue that makes customers unhappy", points out Tim Johnson, Chief Executive of Point Topic. "Sales messages are mostly about speed and price, but the offerings are all becoming much the same. Now we’ve got big new entrants trying to grab customers quickly, and finding it hard to keep up with delivery and support. So service is starting to move up the scale of customer concerns very quickly. It could soon be one of the biggest factors in choosing an ISP", he says.

Broadband households are generally more satisfied with their internet service than dial-up households. In particular, 52% are very satisfied with download times against only 32% of those on dial-up.

BBUS Consumer Survey 2 carried out 2122 face-to-face interviews in January-February 2006 to gather detailed information on internet usage, ISP penetration and popularity, as well as churn tendencies in UK households. "ISP Perception and Churn" shows which ISPs are the most popular among different population groups. It is one of five papers covering the main top-level results from the survey.