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TalkTalk sees ‘biggest improvement’ in customer service

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Garnet Roach garnet@consumerchoices.co.uk

Once-troubled broadband provider TalkTalk has seen massive improvements in customer service, according to recent research.

The bi-annual customer satisfaction survey by BroadbandChoices.co.uk and Point Topic revealed that TalkTalk's (www.TalkTalk.co.uk) customers are now better satisfied with their service than ever before.

Overall in the six categories, TalkTalk came only second to Sky Broadband (www.Sky.com) with 71 per cent of customers saying that they’re fairly/very satisfied with the “overall quality & stability” of their home internet service.

53 per cent of customers were fairly/very satisfied with the ISP’s “after sales support” an area where TalkTalk has previously had problems - up 10 points on the last survey six months ago.

When the company first launched its revolutionary “free broadband” back in 2006, Charles Dunstone, Carphone Warehouse CEO, was forced to admit that the provider had failed to anticipate demand for the hugely popular offer; delays were rife and customer service almost non-existent.

“But with a lot of investment and hard work TalkTalk has managed to turn that around,” said Michael Phillips, BroadbandChoices.co.uk product director.

“It’s nice to see TalkTalk’s service is improving, with users voting more positively for this ISP in most categories since February’s survey. We look forward to seeing how these stats will develop in our next survey,” he added.

TalkTalk’s packages offer up to 8Mb broadband, 40GB of downloads and a free wireless router with a home phone plan and line rental for as little as £15.49 a month.

Related article - Cheap broadband.

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