The J.D. Power and Associates released its annual UK Broadband Internet Service Provider Satisfaction report which places Tiscali on the top for the overall customer satisfaction. The study which has taken the performance of eight ISPs in UK for comparison also reveals that there were just 42 index points between the best ISP and the worst ISP in terms of customer satisfaction, although there are many other ISPs who were not considered for the study.

The study also shows that the customer satisfaction levels have fallen to an average 645 indicating 9 points decline this year. This invariably indicates how most ISPs continue to fall behind as far as customer service or technical support are concerned thus resulting in overall decline in performance and reliability.

Caspar Tearle of J.D. Power and Associates says that complaints to customer service departments of most ISPs have risen again in 2007.
“The 2007 study finds that call waiting times continue to increase when customers contact their ISP, with customers now waiting an average of 17 minutes before initially speaking with a representative,” he further said.

The report further shows that broadband users spend less money for service, indicating a fall of more than 20 percent from what they spent in 2006. However, on average, broadband speeds have risen up to 4.87Mbps from 3.50 Mbps while service disruptions show a marginal increase in year-on-year.

The report used various criteria to judge the best ISP for the overall customer satisfaction like performance and reliability, customer service/technical support, cost, billing, e-mail services etc. The study used the data based on replies from over 1,683 broadband users in the UK. Tiscali was adjudged the best ISP with 668 points with Virgin following it closely (660 points). BT scored 626 and was last in the table while the industry average was 645.

The study also shows that nearly half of the internet users have setup wireless networks at home. Most customers use firewall on their PCS, however the study also shows there was a marginal decline in using firewall last year.

The report also indicated the growing interest in broadband bundles as two-thirds of the respondents were found to have subscribed to some bundle which offered phone or mobile or TV service with their broadband packages.

Also read our impartial broadband review on Tiscali and Tiscali packages.