No Broad Smiles with Broadband - 16-Apr-08
Broadband is not universally popular! 1 in 2 consumers are still not happy with the customer service they receive. The UK’s largest ever independent customer satisfaction survey has revealed wide gaps between the good and the bad broadband providers.
According to the survey from uSwitch.com:
* 5 million broadband customers feel short-changed by their provider
* BT, with 21% of the broadband market, is rated bottom by its customers for ‘Value for Money’
* 1 in 2 consumers are not happy with the customer service they receive.
* With almost 1.5 million customers and 10% market share, Orange wins the wooden spoon for a third consecutive year - over 500,000 (35%) customers are not satisfied. Orange is also the only company appearing to go backwards in terms of customer numbers.
The most highly rated supplier in the survey was PlusNet, ironically, acquired by the underperforming BT in 2006. PlusNet has retained its identity as a provider of low-cost, reliable services and with its competitive pricing and 24/7, Sheffield-based customer service centre, has outperformed the competition in 9 of 11 categories evaluated including Best Customer Service and Best Technical Support.
Steve Weller, communications expert at uSwitch.com, commented: “Last year consumers spent £31 million on phone calls trying to fix problems with their broadband, and over £11 million of this was wasted on hold waiting to speak to someone....It's still unacceptable that, when it comes to technical support, just two providers are managing to satisfy more than half of their customers.”
Source: NFP Techno
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