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13th June 2005:
ISPA
Users prioritise price over
quality when choosing an Internet connection
A survey conducted by
the Internet Services Providers’ Association (ISPA UK), the UK’s
leading Internet trade association, has highlighted concerns that consumers
consider price to be more important than quality of service when choosing an
ISP.
The survey asked Internet users; “When choosing an ISP, what's
most important to you?”
The results of the survey show that a
third of Internet users (32.6 per cent) felt that price was the most important
factor when choosing their ISP.
Just over one in four (26.91 per cent)
felt the service performance was more important than the price they
paid.
Jessica Hendrie-Liaño, the Chair of the ISPA Council, said,
“It is concerning that customers seem to prioritise price over quality
when selecting their ISP. ISPA has always stated that customers should not
select an ISP by price alone. Internet services are not all the same. Customers
should look closely at what is offered by ISPs and decide what they and others
using the Internet actually need to enjoy the ‘net to the full. Ultimately
you get what you pay for.”
Interestingly, one in five Internet
users were shown to take particular note of any usage restrictions (19.91 per
cent), possibly indicating an increasingly ‘bandwidth-hungry’
broadband Britain. Only one per cent of respondents prioritised the presence of
bundled extras such as anti-spam, anti-virus, family friendly functions and
other safety services when selecting an ISP.
Mrs Hendrie-Liaño
said, “Many ISPs offer safety features such as web and spam filters. Just
like the offline world, the online world has its hazards. Internet users must
be able to define their own preferences, but customers with children that use
the Internet should pay particular attention to making their Internet
connection as safe as possible.”
ISPA recommends three tips to
effectively choose an ISP:
1. Always choose an ISPA member.
ISPA operates a complaints procedure and a code of practice that members
must commit to. If your ISP is an ISPA member and you have any problems, ISPA
can help rather than you needing to go straight to arbitration.
2.
Consider your needs and the needs of any other people using the Internet
connection.
Consider how ‘net savvy you are – as you may need
particular help from your ISP’s customer support department. Also ask
yourself how long you expect to be on the ‘net, what type and size of
files you want to receive and transmit and any safety features you might
need.
3. Don’t choose an Internet service by price alone.
Like anything, you get what you pay for. Customers should consider the
features and specifications of ISPs’ services and select the most
appropriate provider and tariff for their needs.
Results of
Survey
When choosing an ISP, what's most important to
you?
Price - 32.6%
Service performance - 26.91%
No usage
restrictions - 19.91%
Well-known company - 7.22%
Size of connection -
6.56%
Customer support - 5.69%
Bundled extras (e.g. anti-spam) -
1.09%
Survey conducted online by Webuser Magazine.
Sample: 457
Internet users.
The views expressed in this release are those of the
Internet Services Providers' Association (ISPA UK) and do not necessarily
reflect the corporate policies of the individual companies that are members of
the Association or other organisations that may be mentioned in the release.
About the Internet Services Providers’ Association
The Internet
Services Providers’ Association (ISPA) was established in 1995 as a trade
association to represent providers of Internet services in the UK. ISPA
promotes competition, self-regulation and the development of the Internet
industry. For a list of members or other information about ISPA, please consult
the website: www.ispa.org.uk
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