Unhappy With Your ISP or Broadband In South Africa?

Latest MyBroadband survey reveals what percentage of consumers are looking for a new broadband service or ADSL ISP.

MyBroadband conducted their latest broadband survey in July, asking users to rate their broadband provider and ADSL Internet Service Provider (ISP).

The survey was completed by 3,072 respondents of which 1,811 were ADSL users, 1,032 were mobile broadband users, and the rest were fixed wireless subscribers.

As part of the survey broadband users were asked whether they are “actively looking for a new broadband service?”.

The percentage of positive (Yes) answers to this question gives an indication of the overall happiness with the service and whether a company can expect a high churn rate in future.

According to the survey results the lowest percentage of subscribers looking for a new service comes from 8ta, followed by 1Mbps and 4Mbps ADSL subscribers.

The results further revealed that more than half of Neotel’s NeoConnect and NeoFlex subscribers are actively looking for a new broadband service.

The table below shows the percentage of users from the various broadband offerings who are actively looking for a different broadband service (lower is better).

Broadband Service	Looking for new service (%)
8ta HSPA	11
ADSL 1 Mbps	16
ADSL 4 Mbps	18
Cell C HSPA	18
ADSL 10 Mbps	21
MTN HSPA	27
ADSL 384 Kbps	35
iBurst Wireless	37
Telkom WiMax	44
Vodacom HSPA	46
Neotel NeoFlex	50
Neotel NeoConnect	55

To find out how happy people are with their current ADSL service provider and whether they are looking to migrate, all ADSL users were asked “Are you looking to move to a new ADSL ISP?”.
Here Web Africa’s subscribers seem the most content with only 10% of users saying they are looking to move to a new ISP, followed by Afrihost and Openweb.

ISP	Looking for new ISP (%)
Web Africa	10
Afrihost	14
Openweb	15
MWEB	16
Internet Solutions	20
Cybersmart	26
Telkom Internet	28
Axxess	35