FCC: Broadband Users More Satisfied With Speed Than Price

WASHINGTON, DC - Broadband users surveyed in April by the Federal Communications Commission (FCC) reported higher levels of satisfaction with the speed and reliability of their service than with the cost of their service. Interestingly, respondents felt they understood pricing better than speed or other terms of service.

The FCC's survey delved into users' attitudes about their home broadband service - specifically, how they rated aspects of their service ranging from installation and customer service to the intelligibility of their bills. A majority of broadband users said they were very satisfied with various dimensions of their service, but nearly one quarter expressed dissatisfaction with the prices they pay.

Fifty-nine percent are very satisfied with the reliability of their service, and 33 percent are somewhat satisfied.

Fifty-one percent of broadband users are very satisfied with service overall, and 42 percent are somewhat satisfied.

Fifty percent of broadband users are very satisfied with the speed of their service, and 41 percent are somewhat satisfied.

Forty-nine percent are very satisfied with their broadband provider’s customer service, and 33 percent are somewhat satisfied.

Only 30 percent of broadband users are very satisfied with the cost of their service, and 44 percent are somewhat satisfied. Twenty-three percent expressed dissatisfaction with what they pay per month, with 15 percent not too satisfied and 8 percent not at all satisfied.

The survey found that most Internet users understood from their bills how to contact customer service and how much to pay. However, not many understood the information on their bills about speed, restrictions on service, or fees for terminating service.

Seventy-eight percent of Internet users find the information on how to contact the company with a question about the bill or service very clear, with another 13 percent finding it somewhat clear.

Sixty-six percent of Internet users say their bill is very clear about how much their monthly service charge is, with another 21 percent finding this information somewhat clear.

Thirty-one percent of Internet users say their bills are very clear about whether there are restrictions on their use of Internet service, with another 13 percent finding it somewhat clear.

Twenty-five percent of Internet users say their bill is very clear about how fast their connection speed is, with another 19 percent saying this information is somewhat clear.

Only 17 percent of Internet users say their bill is very clear about whether they would have to pay fees if they switched service, with 10 percent finding this somewhat clear.