Consumer Satisfaction: Are Big ISPs Faltering?

 

A recent survey conducted by a dedicated broadband monitoring website of the UK revealed that out of the eleven biggest ISPs of Britain, only four scored above 50 percent in terms of consumer satisfaction. The website had polled a total of 500,000 people in the UK, out of which 79 percent held O2 as the best in providing customer service, and 72 percent voted it as the most reliable as well.

The broadband comparison website stated that the achievements of O2 and Be cheap unlimited Broadband in the segment of customer satisfaction was remarkable considering their size as a company. They added that generally in choosing a broadband service to sign up to, people often only considered the up to speeds and the prices, as customer service was definitely of high priority that the consumers only realised afterwards.

A significant fact that was unveiled in the research was that compared with the larger broadband suppliers, small or medium sized service providers fared far better in customer satisfaction rankings. However, it was obviously refreshing to find that a UK ISP that supplies some of the fastest service Broadband packages, also maintained high reliability, as well as customer satisfaction levels.

Be Unlimited, another medium statured UK broadband service provider, had come second next only to O2 with 71 percent votes for customer service and 70 percent for reliability. Plusnet emerged third with 67 and 69 percent, as Sky came fourth. Orange was the major disappointment for languishing at the bottom of the pile, as some other big names such as Pipex, TalkTalk, AOL and Tiscali too trailed below 40 percent.

The broadband comparison website who carried out the survey reckoned that one reason for O2 emerging victorious in the segment could have been for its advantage as a UK call centre. The website added that most common complaint regarding the after sales services of the big ISPs was digress, perhaps evolved out of the lack of technology-based knowledge.