UK ISP Users Research

New research has found that 37% of UK ISP users believe connection speed/access is the most important factor influencing their levels of satisfaction. This is according to the findings of the "2001 U.K. Residential Internet Service Provider (ISP) Customer Satisfaction Study."

The survey reveals that connection speed/access is more important to UK Internet users than subscription costs, customer service or even e-mail services. The findings detail that pricing packages in Britain have continued to evolve, with 21% of customers now being on fully un-metered access.

The survey also identifies the fact that more than half (59%) of all users pay no subscription charges. Those paying subscriptions (41%) quoted average monthly costs of £13.20, including technical support. Despite the increase in usage, there has been a substantial reduction in the amount spent on call charges, with the average monthly cost now at £7.60, compared with £15.95 in 2000.

On a broader level, the survey shows that the number of UK households using the Internet has grown from 28% in 2000 to 32% in 2001. This level is still lower than in the US where the number is more than 48% of households at present. On average, UK households spend 7.4 hours on the Internet each week compared with 5.5 hours in 2000, an increase of nearly 35%. More than half (51%) of Internet users send e-mails on a daily basis, compared to 5% using banking/financial services online.

The use of high-speed access devices such as cable modems and ADSL high-speed lines accounts for 5% and 2% of households, respectively. Despite the benefits of cable modem and ADSL, only 9% of households said that they were "extremely" or "very likely" to acquire either in the next 12 months.

JD Power and Associates commissioned The ISP Customer Satisfaction Survey earlier this year on a sample of 1,788 Internet subscribers in Britain.

All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.