Customer satisfaction: broadband provider DACH – connect-living

1. Customer satisfaction: broadband provider DACH
2. Hard fight in most areas
3. Results: Germany, Austria & Switzerland

The expansion of the Internet is not necessarily a glorious story for Germany. Although there are currently around 37 million broadband connections in almost 41 million households in the country, Germany is not exactly one of the global pioneers, especially when it comes to speed. With an average speed of 83.2 Mbit/s, Germany is in 51st place worldwide – in Switzerland, data flows almost twice as fast through the lines.

One more reason to look around for an efficient and reliable provider that not only offers a stable and fast network, but also good customer service in the event of a problem. This package should then of course be offered at a reasonable price, because life has become expensive enough lately anyway.

In order to find out which Internet providers do these tasks best in Germany, Austria and Switzerland, we asked more than 2,600 people in these three countries in detail about their experiences with their providers. The customer survey was carried out in cooperation with the Fachinstitut für Technikthemen (FifT), the end result is available in an optimally comparable form of points, which were then converted into school grades.

Power quality most important

Before we get to the results of the survey, let’s take a look at the reasons that led to the decision in favor of one’s own broadband provider. Interesting: For almost 58 percent of the Telekom customers surveyed, a “stable and reliable network” was one of the main reasons for choosing a provider, but only for 39.8 and 38.6 percent of Vodafone and Telefonica/O2 customers, respectively. 1&1 is only slightly higher at 44.1 percent.

The situation is similar with the “High data rate/speed” category. 42.3 percent of Telekom customers attach particular importance to this, but only between 30.2 and 35.5 percent of customers from other providers. The tide turns when customers are asked about good value for money as a reason for their choice of provider. 71.2 percent of 1&1 customers stated that this was particularly important to them. They are followed by Telefonica/O2 with 58.9 percent and Vodafone with 57 percent. These high values ​​contrast with only 41.7 percent at Telekom.

So the conclusion here: Telekom customers pay less attention to the price than the customers of other providers, but they attach more importance to speed and reliability.

Interestingly, these values ​​are confirmed when customers are asked whether they still attribute the above-mentioned characteristics to their ISP. 56 percent of Telekom customers think their provider offers a stable and reliable network, but only 44.1 percent of 1&1, 38.5 percent of Vodafone and 32.5 percent of Telefonica/O2 customers say so. In contrast, 66.2 percent of 1&1 customers and 58.4 percent of Telefonica/O2 customers consider the value for money to be good – but only 38.4 percent of Telekom customers.

On the next page you can read how the providers are doing in the other categories.