27th European Regional Conference of the International Telecommunications Society (ITS), Cambridge, United Kingdom, 7th - 9th September 2016
In this paper, we demonstrate that there is more to consumer experience than just broadband access speed. We identify and describe a complex and dynamic set of interactions that occur between different factors that collectively determine consumer experience. We suggest that the relationship between broadband speed and consumer experience follows an inverted U-shape. Access speed is necessary to provide consumers with a good experience, but it is not sufficient. Based on our findings, a more nuanced understanding of the market for broadband Internet access products is outlined and a foundation for deriving valuable policy implications is developed. The results are of particular relevance for the ongoing universal service discussions in the UK and other countries.
Internet Access Broadband QoS QoE Consumer Experience Ofcom