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[PSUs]| Monday 28th February 2005 |
The survey, of over 2,000 readers, revealed that many are unhappy with their current connection speeds, the prices they're paying and the level of customer service they're receiving.
PlusNet lead the way as the broadband supplier that most people are joining (followed by BT and Pipex. But BT also topped the list of suppliers that most people are leaving, followed by NTL and - again - Pipex.
'It can only be good news for customers that they're able to move to an ISP or a package that suits their changing needs, whether it's switching to Pay as You Go or getting higher bandwidth for the same price,' said Sean Stephenson, Head of Products at Pipex, regarding the PC Pro survey.
The top two reasons for making a switch in service provider were identified as better price and higher speeds. These headline issues, however,
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'The situation is analogous,' claims Stephenson, 'to the recent developments in the mobile phone and banking and credit card markets that have changed business models from land grab to customer retention. Pipex endorses the signs that customers are increasingly confident to move suppliers if they're not getting the right service for them.'
A key finding of the survey was that some providers are making it difficult to make a switch. Despite a code of practice in place that's designed to make it easy to move seamlessly from one broadband supplier to another, 12 per cent of those people who tried to switch couldn't do so.
'We discovered a huge variety of problems, but one of the biggest issues is the current supplier withholding the information that people need to give to their new supplier,' said Tim Danton, editor of PC Pro. 'This breaks the code of practice, but because that code is voluntary there's nothing we or Ofcom can do to help.'
The survey is covered in full in the latest April issue of PC Pro.
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