For Consumer Product Strategy Professionals

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	October 29, 2008 BSP Customers' Satisfaction Targeting Areas for Improvement by Doug Williams with Julie A. Ask

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Executive Summary

As the broadband market matures, broadband service providers (BSPs) that fail to address customers' satisfaction issues will risk losing customers who have come to expect more from their broadband service than simply a faster-than-dial-up Internet connection.

Key Questions

• How satisfied are consumers with their broadband service?
• What key factors drive customers' dissatisfaction with BSPs?
• How can BSPs assuage customers' dissatisfaction before they churn?

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