United Internet ranks highest in overall customer satisfaction among five broadband Internet service providers (ISPs) in Germany, according to the J.D. Power and Associates 2007 German Broadband Internet Service Provider Satisfaction Study. Despite a quicker broadband service being offered by providers, the study reveals a downturn in customer satisfaction levels during this year, compared with 2006. Overall satisfaction has decreased by 35 points to an average of 661 on a 1,000-point scale as average scores for performance and reliability and customer service/technical support have declined. With an overall index score of 724, United Internet ranks highest in overall customer satisfaction and performs particularly well in the performance and reliability and image factors. Hansenet follows United Internet with 706 points, performing particularly well in cost and customer service, while Arcor follows Hansenet in the rankings with 675 points. Freenet is fourth with 649 points and T-Com is last with 628 points, both below the average of 661 points.
The study also finds that broadband customers are now spending more for their service—up EUR 5.31 to EUR 39.92. In addition, the average number of service disruptions has decreased slightly (from 3.27 in 2006 to 3.00 in 2007). The average broadband speed for the same period has increased nearly 72 percent to 7.94 Mbps (up from 4.62 Mbps in 2006). The study examines seven factors that drive overall satisfaction with broadband internet service providers (listed in order of importance): performance and reliability (20%); image (18%); customer service/technical support (16%); billing (14%); offerings and promotions (13%); cost (13%); and e-mail services (6%). Other findings of the study include that 13 percent of customers are now regular users of VoIP, up from 12 percent in 2006. An additional 43 percent of respondents say they are interested in subscribing to this service. Nearly two-thirds (65 percent) of respondents report subscribing to services other than internet service from their ISP, including home telephone, cable or satellite TV, or mobile phone. Among those customers currently not subscribing to any other services from their ISP, more than two-thirds (68 percent) express an interest in doing so.
