Consumers more likely to switch Internet Service Providers if not happy

Following a recent study that was carried out by the Cooperative Bank it has been claimed that consumers are more likely to switch if they get poor service from their broadband and internet provider than if they get poor service from many other service providers.

For most people receiving a decent level of customer service from any of their service providers is important. However, companies and service providers do not always manage to provide the best levels of customer service. Whilst some people are prepared to cope with these lapses on occasion many will look at switching their providers if the poor customer service levels continue.

A survey has recently been carried out by the Cooperative Bank, and has shown that consumers are more likely to switch their Internet service provider if they are not happy with the service they are receiving than many other types of service provider. With broadband services being so important to many people, whether for entertainment or for work, many people are not prepared to put up with ongoing or poor customer service levels when it come to their internet service.

Just under one quarter of those that were polled by the Cooperative Bank had experienced problems with their Internet Service Providers, and this included problems such as poor customer services, difficult staff, and faulty equipment. Twenty six percent of those that were polled said that they were wary of approaching their Internet provider about the problems they were having.

Only utility companies and mobile phone networks scored higher than Internet service providers when it came to dissatisfaction levels according to the report. One industry official said: “Organisations need to recognise that a positive and personalised customer service experience is absolutely imperative in attracting new and retaining existing customers.”