When asked, "which aspect of your ISP makes you least happy?", some 37% pointed to service speeds, 19% said service support / reliability, 16.5% were frustrated by high prices, 10% had suffered as a result of access restrictions (usage allowances etc.) and only 17% had no major complaints.
In addition 43% claimed to be paying more for their broadband than last year, which is partly due to the governments earlier Value Added Tax (VAT) hike from 17.5% to 20% and general industry price rises (e.g. phone line rental, call rates). Upgrades to faster and more expensive superfast broadband packages have also played a part, albeit only a small one due to their limited coverage.
"It's no surprise to see that consumers are still least happy with their broadband ISP speeds and that over a third plan to swap provider in the new year," said ISPreview.co.uk's Founder, Mark Jackson. "The good news is that a new generation of superfast broadband services have finally begun to take hold, which offer faster speeds and greater reliability than current generation services."
"Stricter rules from Ofcom and the UK Advertising Standards Authority are also working to make internet providers more honest about the capabilities of their services, which should result in happier consumers as concerns over speed and reliability slowly begin to subside. We predict that price, coverage and support quality will thus become a key battlefield for the new generation of superfast broadband services," concluded Jackson.