Consumers have low expectations of Internet service providers (ISPs) and many feel that what might be considered basic ISP services are currently treated as additional services, according to research by Colmar Brunton.
The research, commissioned by ISP Voyager and carried out last October among a range of Internet users and non-users from senior business managers to residential customers, had 115 participants.
A key finding was that the Internet is still regarded as a new experience for most New Zealanders and for many it can be intimidating. Colmar Brunton found that 30% of businesses already connected felt inexperienced while 25% of consumers felt lack of knowledge was a barrier to the Internet.
The research also suggests that consumers select an ISP based on price, first-time connection, network speed and helpdesk support, while reliable access is more important to business users.
It found that the residential and commercial markets are driven by quite different motivations, with the residential use being driven by the need for stimulation, fun and excitement and business use founded on security.
Email is the main use for the Internet (60%), followed by education (30%) and marketing (20%). Games are also becoming popular at 17% of usage and chat groups now make up 12% of usage.
Voyager was named the most preferred ISP for business markets with 17% rating it the best commercial service, followed by Telecom Xtra at 13% and Clear on 6%.