Point-Topic.com publishes regular surveys looking into various aspects of the broadband market place. In a survey of UK consumers that looked at satisfaction levels in February 2006 and December 2006 an overall drop was seen from 92% to 77% for those that were very or fairly satisfied. The analysis can be read in full over on Point-Topic.com.
A very telling point was made in that in the 10 months up until December 2006 their survey showed that those very or fairly dissatisfied with after sales support rose from 7% to 18.3%. Point-Topic has highlighted that with the new migration rules that came into force on February 14th, the consumer now has a lot more power to move to a better performing provider. Providers need to rapidly look at how they deal with consumers and ensure that support is concentrating on quality of service and getting problems resolved rather than just performance in terms of the number of calls handled. The potential penalty for a provider that ignores the quality of service it offers may be lots of unhappy customers moving around to find better service, or perhaps put up with similarly poor service at a lower price point.
Rory Cellan-Jones the BBC News Technology correspondent has published an item that gives some more details from the Point Topic survey. This can be viewed at BBC News Online.