What is driving broadband customer churn and how do you stop it?

BT has commissioned Ipsos MORI to analyse just exactly what is driving customer behaviour in the business broadband SME sector.
 
Ipsos MORI has identified the main behavioural drivers and the barriers to remedying broadband customer churn, with recommend actions that providers can take to drive loyalty.

This is the second round of research and it was completed in late 2006.  So, it is also possible to understand what has changed since March 2006 and to learn what customers are willing to pay more for.
 

ABOUT THE STUDY
 
The key objectives of the research were to:

• Measure the propensity to churn in the broadband SME market
• Identify the likely drivers to churn and barriers to reducing churn
• Understand the actions suppliers can take to drive loyalty
• Compare results with the last survey to understand market trends

Watch a webcast presentation by Gareth Deere from Ipsos MORI describing the main findings of this important research for all broadband service providers.