"This survey research underscores a clear message for [BSPs]: service quality continues to drive churn,"
"It's a multi-billion-dollar problem for broadband service providers globally. With such high churn rates, [BSPs] are forced to spend incredible time and money chasing new customers every year - just to break even for the customers they lost. Any incremental improvement in churn can unlock growth and massively improve the bottom line. This survey is further evidence of the imperative for [BSPs] to focus on customer retention by improving quality."
28% of American households are considering switching their internet provider, compared with 37% in the U.K. Among U.S. respondents thinking of switching, 42% cite poor internet quality as the main reason, with slow browsing (50%), video freezing (55%), and devices disconnecting (58%). Eighteen percent switched providers in the past 12 months, and 61% endured problems for three months or longer before switching. Eighty-five percent complained before leaving, and 82% of very dissatisfied respondents are considering switching. Seventy-four percent currently experience internet problems, and 69% of those who switched now pay more with their new provider. Service quality drives churn and harms provider economics.
Read at Telecompetitor
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