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Free broadband users ‘less happy’
By Larry Hendrick | November 20, 2006
Lorelle on Wordpress points to a story from the UK that makes one of the points I have emphasized since the first mention of ‘free’ government sponsored Internet access here is the US. This article is about several ‘cheap’ services, not just government sponsored, and the problem is service.
If there in no profit, there is no customer service. It just can’t happen. And customer service is always the first place to cut costs.
BBC NEWS | UK | Free broadband users ‘less happy’
“Free” broadband deals have resulted in a downturn in customer satisfaction levels, a report has said.
According to the uSwitch Customer Satisfaction Report, most providers fail to match rising customer numbers with improved services and technology.
The survey of more than 11,000 customers found a 9% drop in broadband satisfaction levels.
The report also says consumer trust in their internet suppliers is currently at an “all time low”.
Then later in the article, the service problem is stated clearly.
Steve Weller, head of communications services at uSwitch.com, said low-cost broadband deals had seen subscriber numbers rise by almost 650,000 since March.
He said: “However, it’s disappointing to see that the majority of providers are failing to accompany the growth in customers numbers by sufficient growth in customer service operations, and the required investment in their technology, to ensure that they are looking after customer needs in an acceptable manner.”
I suppose the way to fix this is for the government to step in again and require companies spend certain amounts of revenue on support, whether they are profitable or not. That’s a very scary thought, but one right in line with the whole process of government involvement in private enterprise.
Topics: Business, Technology, WiFi |