Broadband Guide

Broadbandchoices Awards 2009

O2 Broadband has come top of the pack in the latest Broadbandchoices.co.uk customer satisfaction survey (30/04/2009).

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.Virginmedia.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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