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One in Four Brits to Change ISP When Their Contract Ends

One in Four Brits to Change ISP When Their Contract Ends

The results from 525 respondents to ISPreview.co.uk's latest monthly survey have revealed that 26 per cent of broadband connected Brits plan to change ISP when their contract ends. Meanwhile 28 per cent thought it likely that they'd change, though no final decision had been made, and 46 per cent had no plans to switch.

The outcome tallies with results from our previous surveys, one of which revealed that the current economic turmoil had made nearly 24 per cent of people more likely to switch provider in the hope of finding a better service and price (here). We also noted that speed and connection performance was the biggest concern for most, with over 41 per cent voting for that as their primary frustration (here).

Lengthy contracts (from start to finish) are also a factor here with nearly 40 per cent saying that their ISP had locked them in for a full 12 months. Interestingly most consumers either didn't have a contract or had one that only lasted for the first (1) month of service (42 per cent).

The popularity of contracts outside of 1 or 12 months appeared to be considerably less common. Just 11 per cent had signed up to an ISP that locked them in for 18 months, nearly 4 per cent had one that was over 24 months, 3 months came next with 2 per cent and not one single person had a 6 month contract.

Happily most consumers (54 per cent) noted that their contract had now finished, 21 per cent said they had between one and three months left to run, 12 per cent had between 7 and 12 months left, 9 per cent had between 4 and 6 months left, 3 per cent had between 13 and 24 months left and just 1 per cent had over 24 months left on their contract.

The implication of all this appears to be that a considerable proportion of broadband consumers, mostly those whom have been locked into a longer term contract, are unhappy enough with their service to be contemplating a switch. That does not bode well in a saturated market where ISPs need to be clamping down on churn as the opportunities to replace lost custom become an ever decreasing commodity.

Meanwhile we've just uploaded our latest monthly front page survey, which asks two questions: "How much does your Internet connection cost (monthly)?" and "Do you think your Internet service is too expensive?".

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