"People who switch broadband service providers (BSPs) are looking for more than just faster speeds and lower prices, according to a new report. The survey found that switchers expect modern support and human options. They expect fast and accurate solutions to issues from their service provider. Multi-channel customer support options - such as mobile apps, phone, email, and chat - deliver that degree of responsiveness."
"People who switch providers tend to be from high-usage, multi-application households. The average switcher has more than seven internet-connected devices, and 61% have three or more users. They also subscribe to more add-on services - including streaming (68%), smart home features (51%), security (35%), and parental controls (27%). The satisfaction/loyalty gap remains wide. Even though 92% of broadband subscribers say they are satisfied with their BSP, the report found only 40% would recommend them, underscoring unmet expectations."
"Switchers will pay more for premium experiences. Compared to all subscribers, switchers show significantly higher willingness to pay for personalized packages (48% vs. 25% of non-switchers) and integration with smart home devices (41% vs. 19% of non-switchers). While price and speed are critical, personalization and flexibility are also important differentiators. Better offers from another BSP - including personalized packages (45%) - weigh heavily in switching decisions."
Switchers expect modern support and human options, demanding fast and accurate issue resolution and multi-channel responsiveness. Multi-channel options such as mobile apps, phone, email, and chat deliver desired responsiveness. Switchers tend to come from high-usage, multi-application households, averaging more than seven internet-connected devices with 61% having three or more users. Switchers subscribe to more add-on services including streaming (68%), smart home features (51%), security (35%), and parental controls (27%). Although 92% of subscribers report satisfaction with their BSP, only 40% would recommend them, indicating unmet expectations. Switchers show higher willingness to pay for personalized packages and smart-home integration and value flexible contract terms.
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