Broadband satisfaction: What consumers report about their broadband Internet provider

The Federal Communications Commission's April 2010 survey sought to understand people's attitudes about their home broadband service. Specifically, the survey explored how people rate certain aspects of their Internet service, from installation and customer service to how understandable they find their bills. The survey found that broadband users report higher levels of satisfaction with the speed and reliability of their service than with the cost of their service.

Here are the survey's main findings related to satisfaction with service:

• Most Internet users have a very good understanding of the information on their bills regarding how to contact customer service or the price they pay. However, when asked about the clarity of information on their bill about speed, restrictions on service, or fees for terminating service, few users find this information very clear.
• A majority of broadband users are very satisfied with various dimensions of their service, but nearly one quarter express dissatisfaction with the price they pay.