Customer satisfaction is one of the areas where most ISPs in UK fail to show any remarkable improvement or they continue to be just ignorant of it. However, the broadband survey recently conducted by Point Topic, a UK based company which provides information on broadband services worldwide reveals a curious fact that Carphone Warehouse group which owns AOL and TalkTalk could be an exception.

The report says that more than three-fourths of internet users were 'very' or 'fairly' satisfied with their ISPs during the first half of this year. It should be remembered that the customer satisfaction was at worst level during the last year when the problems related to customer-ISP issues and other broadband issues reached their peaks. One should not forget that factors like competitive environment that prevails in UK broadband industry and some of the measures taken by Ofcom helped to improve the quality of broadband services leading to growing customer satisfaction. In addition, a few ISPs made some dedicated efforts to improve the quality of their services.

According to the report, in December, 2006, TalkTalk and AOL customers represented 13.6 % of the total customers who were either ‘very’ or fairly’ dissatisfied with their providers. However, in June 2007, i.e. after six months the dissatisfied customers of these ISPs decreased sharply to represent just 9 % of the same category. No other ISP seems o have improved the customer experience to this level, the survey of Point Topic indicates.

Dr. Katja Mueller, Research Director at Point Topic says:
"This reflects the efforts that Carphone Warehouse have put into their customer service. Mr Dunstone, the CEO of the group has repeatedly claimed that the company was addressing the issues and the research bears him out."

TalkTalk, another subsidiary of Carphone Warehouse group can now boast that nearly three-fourths of its customers are happy with its services and continue to be loyal to their ISP, the survey confirms. However, Orange has got a bad news to worry about as the survey says that less than of its current customers (45 %) were satisfied with its services.