Study Reveals Top Reason to Switch Internet

The main reasons given include looking for a cheaper plan (30%) and increasing monthly fees throughout the contract (17%).

Data indicates that consumers are increasingly aware of the cost of service, especially in a scenario of multiple offers and fierce competition between large operators and regional providers.

Melhor Escolha’s study also reveals that assessing the quality of home Internet is already part of people’s routine. Around 64% of respondents say they have already completed speed tests to check if the connection delivered corresponds to what was contracted.

“Research shows that Brazilians are more aware of the Internet they use. Today, they test, compare and question more. Yet many consumers do not receive the service as promised, especially when it comes to stability,” says Hadassa Rodrigues, marketing manager at Melhor Escolha.

Even if the price determines exchange decisions, the study highlights that technical problems quickly appear as a factor of dissatisfaction. Connection instability, frequent interruptions, and lower-than-expected performance are cited as relevant reasons to look for another carrier.

For researchers, the data points to a thriving market, in which consumers are more informed and more willing to switch service providers.

“Price remains the main factor of change, but the real experience of use weighs more and more. Customers dissatisfied with the quality of the signal tend not to stay with the same operator, even when the price is competitive,” explains Paulo Soares, director of Melhor Escolha.