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Broadbandchoices Awards 2009
O2 Broadband has come top of the pack in the latest Broadbandchoices.co.uk customer satisfaction survey (30/04/2009).
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More than 10,000 people voiced their opinion of their broadband provider, with O2 Broadband (www.O2.co.uk) winning all six key satisfaction categories as well as being voted best overall provider.
The six key categories were:
- Quality & Reliability
- Clarity of Pricing & Billing
- Good Value for Money
- Download Times of Files and Web Pages
- After Sales Support
- Speed of Service Activation
Plusnet Broadband (www.Plus.net) came in second and Sky Broadband (www.Sky.com) took third place, while Virgin Media (www.VM.com) - which was the most improved ISP - came in fourth.
However, despite some high scores, the research revealed that less than half of broadband users are satisfied with the customer support they receive.
More than half of broadband users said that they are considering switching broadband provider in the next six months as the credit crunch bites.
The survey also rated broadband bundle packages, with Sky taking the top spot in the bundled category, followed by Virgin Media, which was voted fastest provider in that category. TalkTalk Broadband (www.TalkTalk.co.uk) was voted best value for money for bundled services.
Michael Phillips, Broadbandchoices.co.uk product director, said: “It’s impressive to see that O2 scored an average of 86 per cent for very/fairly satisfied across all categories. They were streets ahead of the other ISPs who averaged 60 per cent. For bundled packages, Sky took the top position overall but Virgin Media is close on its heels and managed to rank highest for download times with its cable network.
“Our findings indicate that more than 46 per cent of customers have already switched provider. As competition in the broadband market increases, it’s encouraging to see that consumers now recognise that there are viable alternatives. They can use our Ofcom accredited comparison service and findings from research like this to refine their choice and make the right switching decision with confidence.
“The key reason for considering switching is overwhelmingly due to the frustration of not receiving the speed performance users have been promised. As underlined in recent Ofcom tests, it’s clear that ISPs fall well-short of adequately managing their customers’ expectations in this respect.”
Phillips added: “Every time we do our survey we get inundated with customers bemoaning the after sales support they receive. This spring’s survey further underlines this with customer service coming bottom across the board in terms of satisfaction.”
Related article - Switching broadband provider.
Find cheap broadband at Broadbandchoices.co.uk.
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Comments
Are they doing there own speed tests on dedicated lines because everyone i speak to with Karoo broadband is no happy with speeds or service.
I cannot find these results in the broadband choices site ??
''Kingston Communications' Karoo service has topped a table of broadband speeds by leading broadband comparison site BroadbandChoices.co.uk, after retaining first place on the speed league table for a whole year*.
Karoo (www.karoo.co.uk) was ranked the UK's fastest internet service in BroadbandChoices.co.uk's 8Mbps category This result is particularly rewarding as it is customers' own speed tests of the Karoo service that have placed it at the top of the UK-wide league table.''
Because Karoo is regionalised the outlying districts do not enjoy above average speeds but extremely poor speeds with frequent dropouts.
Karoo trying to con it's users again !!! - Jul 23 2009 2:00PM
Technical help department useless and almost impossible to contact their customer solutions department. How they achieved the best isp bundle supplier is a complete mystery.
V Chrimes - Jul 9 2009 10:34PM
they advertise 8mbps but give less than 30kb a second transfer then after complaining we manage 50kb this process took 12months over two thirds of the contract time finally it was increased to 100kb a second if they provide 1/30th of the advertised connection speed then we should be allowed to pay 1/30th of the price
there should be free full system protection software
when the bt staff disconnect the service they should be under a legal obligation to inform the Microsoft operating system network icon that they have disconnected the service rather than allowing the network icon to continue to claim that the machine is still connected - May 18 2009 2:32PM
this needs to be sorted out as choice is the best form of competition and that would prevent karoo from "sitting on its laurels" - May 9 2009 4:01PM