Zen Internet research reveals broadband customer insights

A recent study carried out by researchers on behalf of broadband provider Zen Internet has revealed user attitudes towards contracts for online services.

The report showed that speed, dependability and the price per month for contracts were the three key factors considered when users were selecting their broadband provider.

The research also found that more than two fifths of adult Britons had experienced a price hike in the last year. As a result, 45 per cent of respondents felt angry, 40 per cent frustrated and 25 per cent deceived.

These rises and their reactions led 44 per cent of those surveyed to state they would consider switching to a new broadband provider when their contract comes up for renewal.

Strategy Director for Zen Internet, David Barber, commented:

“Unfortunately, our industry has a poor reputation for managing customer expectations and being transparent with communications, with many broadband providers enticing customers in with exclusive offers and then introducing mid-contract price rises down the line.”

Zen Internet is a multi-award-winning provider of internet services for both businesses and homes. The recent report comes at a time when the broadband company is working with the CityFibre network rolling out full fibre broadband to the city of Worcester in the county of Worcestershire.

At present, Zen Internet is the only Which? recommended broadband provider in the UK that provides a contract price promise. This means that the price that a business or residential customer sign a contract for, will stay fixed for the full term.