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Half of broadband users unhappy with their provider
(19-03-08) - New research has shown that although broadband is now at its fastest and cheapest, 50 per cent of users are still not happy with the customer service that they receive.
The latest statistics, produced by YouGov, show that there is now a 21 per cent gap between the best and worst providers - an increase of eight per cent since the survey was conducted a year ago.
PlusNet (www.Plus.net) proved the most popular provider, winning 9 out of 11 categories including the Best Overall Provider award with 86 per cent of customers satisfied with the ISP - an eight per cent improvement on 2007. It also came top in the Best Technical Support and Best Quality of Connection categories.
Orange (www.Orange.co.uk) and BT (www.BT.com) didn’t fare so well however, with 35 per cent of Orange’s 1.5 million customers saying that they weren’t happy with their service. BT was rated bottom for Value for Money by its customers, despite holding 21 per cent of the market. However, BT did score 72 per cent for overall satisfaction, coming sixth out of nine companies.
Free broadband provider TalkTalk (www.TalkTalk.co.uk) continued to improve its customer satisfaction moving to a joint sixth place with BT, despite 28 per cent of customers still saying they’re unhappy with the service.
Michael Phillips, BroadbandChoices.co.uk product director, said: “This research highlights the importance of looking beyond the price of broadband. Customer service is increasingly recognised as one of the most important factors in a new connection and people need to do their research before they sign up for one of the increasingly lengthy contracts now on offer.
“Customers who are concerned can sign up for no contract broadband packages or look for a provider that offers a money back guarantee, as O2 (www.O2.co.uk) currently does,” he advised.
Source: YouGov survey commissioned by uSwitch.com
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