Incognito QoE Survey Shows Broadband Complaints

Only one-third of subscribers say they would recommend their broadband provider.

May 4, 2016

2 Min Read

Vancouver, B.C. – Incognito Software Systems, a global provider of solutions for communication service providers, today released “The 2016 Incognito Broadband Consumer Quality of Experience (QoE) Survey”, which explores subscribers' level of satisfaction with their broadband service provider. Although the survey finds that only 34 percent of subscribers are likely to recommend their provider, the results suggest that the largest and most frequent issues subscribers have can be both identified and addressed with the proper tools.

With broadband service providers in America routinely ranking the lowest on yearly American Consumer Satisfaction Indexes, Incognito™ conducted its survey to better understand not just the level of dissatisfaction among broadband consumers, but also the reasons behind it. Incognito polled broadband users throughout the United States – encompassing every region of the mainland and every adult age bracket – to obtain 799 complete responses. Notable findings of the survey include:

The largest influencers on subscriber QoE are service speed, reliable WiFi and pricing options – and subscribers are dissatisfied with the experience their provider currently supplies. Only 34 percent of respondents are likely to recommend their provider to a friend.

  • 45 percent of respondents say their decision whether to recommend their provider is based on service speed, 31 percent say WiFi reliability and 21 percent answer pricing and service bundling options.

    • When given the option of improving just one facet of their current Internet experience, however, 39 percent of overall respondents choose pricing. The next highest selection was speed, which garners 25 percent of the vote.

    • While the percentages vary a bit by region, suburban dwellers placed a higher emphasis on pricing than their counterparts in urban or rural environments. 35 percent of respondents in urban areas selected pricing, followed by 26 percent for speed, while those in suburban areas chose pricing most frequently at 46 percent and speed at just 19 percent. 35 percent of rural voters preferred more favorable pricing compared to 26 percent for faster speeds.

    • To read the full report and analysis, visit here.

      Incognito Software Inc.

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