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Internet Users More Satisfied With Spam Protection Than Hacker And Virus Protection
SecurityProNews
Staff Writer
2004-09-08
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Residential Internet users are much more satisfied with their Internet Service Providers' protections against spam than they were in 2003, but appear to believe that their ISPs are losing the battle against hackers and viruses, according to the J.D. Power and Associates 2004 Internet Service Provider Residential Customer Satisfaction Study released today.
The study, now in its seventh year, examines seven factors contributing to overall satisfaction with dial-up and high-speed service. In both segments, residential users give the major ISPs the biggest satisfaction gains over 2003 for their ability to protect subscribers from spam. On the other hand, hacker/virus protection is the only attribute where satisfaction declined in both segments.
"While spam continues to increase, most ISPs are beginning to show success in offering protection from it," said Steve Kirkeby, senior director of telecommunications research at J.D. Power and Associates. "However, the same subscribers who express this appreciation are saying that their ISPs should be taking a more leading role in fighting hackers and viruses. Consumers are managing more aspects of their lives on the Internet -- banking, paying bills, managing their calendars and relationships -- and they have a greater urgency for privacy and security. Protection against security threats such as hackers and viruses represent the sole black mark in satisfaction trends across both segments."
Household Internet penetration grew to 66 percent in 2004 -- only a 2 percent growth from 2003. The increase between 2002 and 2003 was 7 percent. While overall Internet penetration is slowing down, high-speed penetration is still growing at a fast pace. The study finds 39 percent of those with any type of Internet connection have a broadband connection -- up from 26 percent in 2003.
Other interesting findings from the study include:
-- Broadband subscribers report spending an average of 18 personal hours per week on the Internet -- up from 17.6 in 2003. Dial-up users spend 15.6 hours per week -- down from 16.1.
-- High-speed subscribers report spending $44.12 per month on service -- up from $42.15 in 2003.
-- Dial-up service monthly spending averages $19.14 per month -- down from $19.33 in 2003.
About the Author:
SecurityProNews is a daily online and email publication focusing on internet security issues.
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