Yes that is probably true (compared to the average). It is worth noting that Superloop reported in their last update that over 50% of their customers have opted for 100mbit/s or higher plans. Presumably customer service isn't on the top of list of people like that who avoid calling technical support at all costs.
I think the Buddy move is a long term investment but it is probably a good one rather than trying to cut costs in the ABB brand (the call centre) and lose the advantage their brand is known for. There are plenty of people out there who don't care about paying 10-15% for a similar product if they are well looked after and ABB has built their brand around their reputation.
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