Interesting Results
Customers Who Change Internet Service Providers
A study identified these characteristics of “defection-prone” customers of Internet service providers:
- Their decision to subscribe to the service was influenced more by word of mouth than their own research or previous experience.
- They used the service less (both in terms of frequency of use and overall usage).
- They were less satisfied with the service.
- They were less involved with the online service and the Internet in general.
- They had lower incomes.