Users prioritise price over quality when choosing an Internet connection

Monday 13th June, 2005

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.

-ends-

Notes to Editors
Results of Survey:
When choosing an ISP, what's most important to you?

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. 

For further information, please contact the ISPA Press Office.

Email: pressoffice@ispa.org.uk
Tel:  020 7340 4535

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