Broadband News

Broadband speed satisfaction drops for the third year running

Thursday, 11 March 2010

By Garnet Roach garnet@consumerchoices.co.uk

A shortfall in broadband speeds is driving a third of consumers to switch broadband provider, as speed satisfaction falls for the third consecutive year.

Although customer satisfaction has improved across a range of areas, the number of consumers who are unhappy about the actual speeds is on the increase, despite ever higher advertised speeds, new research by Broadbandchopices.co.uk has revealed.

Almost a third of the 8,000 respondents in the study were dissatisfied with their speeds, compared to 27% last year and just 16% in 2008.

A further 28% said that they were planning on switching broadband provider because they were so unhappy - a big increase from 2009 when only 17% were planning on switching because of poor broadband speeds.

Interestingly, more than three quarters of customers who subscribed to a superfast broadband connection of 24Mb or more were happy with their speeds - a big improvement on average satisfaction levels.

Michael Phillips, Broadbandchoices.co.uk product director, said: “The steady increase in speed dissatisfaction is indicative that consumers are taking advantage of access to online content that places more demand on their internet connection but as ISPs advertise - and consumers subscribe to - ever faster services, their expectations are failing to be met. Service providers need to be careful since our research would show that many customers have had enough and are more willing to express that dissatisfaction by changing suppliers.

“Broadband users unsure of their connection should use a broadband speed tester and if their service consistently falls short of expectations, should seriously consider their options including switching to a 24Mb+ package.”

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