Speed, rather than price, is more likely to influence British customers to switch broadband service providers (BSPs), according to a study published by analyst firm Strategy Analytics. The study, "Broadband Satisfaction and Customer Churn: UK 2H’08," found that, despite high self-reported customer satisfaction levels, 70 percent of UK subscribers would defect for a higher speed offering.

The survey was fielded in the fourth quarter of 2008. Strategy Analytics polled 500 UK broadband decision makers on the "three pillars" of customer churn: customer satisfaction levels, propensity to churn and perceived obstacles to defecting. Respondents were presented with various broadband speed and price scenarios to gauge sensitivity.

Sky Broadband customers had the highest overall satisfaction levels, with 87 percent reporting to be "very" or "somewhat" satisfied with the operator.

Another key finding from this study was the weight customers placed on perceived barriers to switching. The hassle of scheduling installation was viewed as a gating factor for the majority of respondents.

The Daily

Subscribe
Friday–May 9

Sling Loses More Subs Than DISH in 1Q25

Anyone hoping Echostar’s 1Q25 earnings call would shed some light on its video leadership were out of luck. Once again, wireless and spectrum dominated talk during the financial call. And there was no

Read the Full Issue
The Skinny is delivered on Tuesday and focuses on the cable profession. You'll stay in the know on the headlines, topics and special issues you value most. Sign Up

Calendar

Sep 11
2025 Faxies Awards Faxies Nominations Open! Final deadline: 4/4/25
Full Calendar

Jobs

Seeking an INDUSTRY JOB or hiring for one?
VIEW JOBS

In conjunction with our sister brand, Cynopsis, we are offering hiring managers a deep pool of media-savvy, skilled candidates at a range of experience levels and sectors. The result will be an even more robust industry job board, to help both employers and job seekers.

Contact Carley Ashley, [email protected], for more information about posting a job on the website and our Jobs newsletter, sent twice weekly to 85,000 media professionals.