Most broadband users satisfied, but would switch for better offer

Most UK broadband subscribers are satisfied with their current provider but almost a quarter would switch to another if they were offered better customer experience, a new report has said.

The Experience Counts Index, a study of over 2,000 broadband, mobile phone and satellite TV subscribers in the US and UK, found that across services, most UK subscribers are currently happy, with 15 per cent saying they are actively looking for a new provider this year.

However, when offered a better customer experience, the number willing to switch rises to 23 per cent.

The importance of customer experience for broadband users is underlined by the fact that those who had switched providers were almost twice as likely to have done so because of a better offer from a competitor rather than a problem with their old service.

Furthermore, the report found, the customers who use broadband and other technology subscription services the most are the ones who are more likely to look for better offers.

The report comes after BroadbandChoices called on Ofcom to review the rules on changing broadband providers because a third of those who want to switch find the process too problematic.

Posted on: 2008-02-13, in: Broadband

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