A recent poll of random customers indicated that switching occurs to and from almost all providers - those who got raves from some got disdain from others. Their response time is great. In the event of a catastrophe, we can be up and running again in less than five hours. Help means a lot Hand-holding means a lot to customers. Fred Heins, a Boulder letter carrier, needed lots of hand-holding because he didn't know much about the Internet.
Cost is another big factor for customers.
Rate information can get confusing for different plans. CSN mailed me a thick document four days after I called them. Flat rates are big sellers. Not all ISPs will survive.