Levels of customer dissatisfaction with broadband service providers are growing, despite the fast growing adoption of broadband across the European Union, analyst firm Yankee Group reported today.
Over a fifth of users have dumped their operator during the past year, and this 'churn' of users transferring from one provider to another is four per cent higher this year than during the same period in 2004 when only 17 per cent swapped operators.
Yankee Group noted that broadband service providers face a challenging time preventing this user churn.
"Broadband service providers need to explore ways to beat price-based competition," said Jonathan Doran, Yankee Group senior analyst for broadband and media in Europe.
"Providers can avoid this battle by paying close attention to consumer desires including value-added services, enhanced benefits and new features."
According to Yankee Group's 2005 European Connected Consumer Survey, which reveals European broadband consumer trends, almost seven out of 10 homes with more than one PC now have some kind of home networking system in place.
The poll of respondents spread evenly across France, Germany, Italy, Spain and the UK also found that more than half of all broadband users are interested in next-generation TV services delivered over the internet.
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