The satisfaction survey explored how people rate their Internet service, from installation and customer service to how understandable they find their bills. It found that users report higher levels of satisfaction with the speed and reliability of their service than with the cost of their service.
The churn survey explored the considerations people have in mind when contemplating or making a change in broadband service. It found that, at least in the prior three years, about one-third of home broadband subscribers switched service providers. It also found roadblocks to switching service, such as the need to pay set-up fees for new service and the basic hassle of making a switch. Those who have switched broadband providers are typically looking for better price or performance, and very few switched because they want additional features from their providers such as more email accounts or online storage.
Full results can be downloaded at www.fcc.gov.