Although 95% of those surveyed said that broadband was easy to use and 92% were satisfied with their connection speeds, only 87% of respondents believe their connectivity to be reliable. Overall, the UK broadband experience was summed up by one user who claimed it to be "The Internet as I always hoped it would be."
While this is good news for UK ISPs, the study's other findings wasn't; as only 52% of customers reported being satisfied with the support they received from their ISP, and found switching ISPs to be a troublesome affair complicated by a lack of cooperation between service providers.
The study found that broadband provider Blueyonder was well ahead of its rivals British Telecom (BT) and NTL in terms of customer support and the perceived value of their service. While 29% of NTL's customers are dissatisfied with the company's support services, only 8% of Blueyonder's customers were unsatisfied. This same percentage is displeased with Blueyonder's value for the money, while 20% of BT's customers felt similarly dissatisfied.
Which? consulted with an ex-computer hacker to examine the issues of viruses and spyware, who reported that while good security software is available, hacking is getting easier: "It's served on a plate for people who want to do it." Since broadband users are more vulnerable to computer viruses because they're always online, having some form of virus and malarkey protection is imperative in order to ensure a safe and trouble-free surfing experience the study found.
According to Which? editor Malcolm Coles, "Broadband's a big hit with UK consumers, provided you've got the right ISP and the right security software. Not having security software while connected to the Internet has been compared to driving without a seat belt. But the good news is that protecting your PC can be free."