BBC NEWS | Technology | Britons fed up with net service
A survey conducted by PC Pro Magazine has revealed that many Britons are unhappy with their internet service. They are fed up with slow speeds, high prices and the level of customer service they receive.17% of readers have switched suppliers and a further 16% are considering changing in the near future.
It is particularly bad news for BT, the UK's biggest internet supplier, with almost three times as many people trying to leave as joining.
More and more people want to switch supplier - broadband is moving slowly to be a commodity. Although ISPs are increasingly desparate to increase customer loyalty many are seeking to compete only on price.
Note the phrase 'customer service' - its not unexpected that people want to be treated with a little respect. And the usual 'retention' trick of offering a better deal when you request to disconnect, well proven business practice it may be but I find it distinctly disingenuous.
Service providers need to be looking in the first instance to improve the customer service (and quality of service) and then start to improve value added services, rather than focus on the latter before the former.
Getting it right isn't that difficult, unfortunately getting it wrong and compensating seems to be the easiest way out.
Of course I am available to assist if you need some help :)
Posted by Paul Goodison at February 16, 2005 09:22 PM | TrackBack