Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK

Research output: Contribution to journalArticlepeer-review



Original languageEnglish
Pages (from-to)1-14
JournalTelecommunications Policy
Issue number1
Early online date26 Jul 2017
Publication statusPublished - Feb 2018
Publication type

Research output: Contribution to journalArticlepeer-review


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.