The huge increase in the number of UK households signing up for broadband has proved a major boost for Internet Services Providers (ISPs) in terms of customer retention.
According to the latest six-monthly BMRB Internet Monitor report, broadband use continues to increase, with 80% of home internet users – more than 20 million people – now having a broadband connection.
BMRB points out that this has had a significant impact on ‘churn’, with consumers with broadband much less likely to change providers.
Paul Milsom, senior associate director at BMRB, says: “One of the impacts of increasing broadband usage is that people become more tied into their ISP. “
The percentage of internet users saying they are likely to change ISP in the next 12 months has fallen to 16% from 20% a year ago.