thinkbroadband.com today announced the results of the largest ever UK Broadband Survey on Customer Service. Its findings based on half a million visitor ratings show that providers such as O2 are worlds apart from others such as Pipex, Tiscali and Orange.
The research also shows that niche operators can provide high levels of customer service with the top two niche providers IDNet and Zen Internet being top of the class.
Thinkbroadband Customer Service Awards Winners (based on 500,000 visitor ratings from 01/01/08 to 31/12/08)
Category: Large ISP
• Gold – O2
• Silver – Be Unlimited
• Bronze – PlusNet
Category: Niche
• Gold – IDNet
• Silver – Zen Internet
• Bronze – NewNet
The ‘niche provider’ categories include the small and mid-sized ISPs with between 2,000 and 10,000 ratings. The results show that small provider IDNet leads the way with an exceptional 87% customer service rating. Close behind is Zen Internet, one of the early adopters of ADSL and known quite widely for their good quality service. Zen has crept ahead of IDNet in the reliability statistics. Also noteworthy is NewNet and Entanet which are both well ahead of the rest of the field.
Thinkbroadband.com reports that the most common complaint from its forum is that many support centres seem unable to digress from their ‘script’. This can be very frustrating, especially for technically savvy users who sometimes understand the technology better than the support agent on the end of the line.
The Tiscali and Carphone Warehouse groups as well as Orange appear towards the bottom of the list—This is perhaps not unexpected as their business models focus on low cost services. Nevertheless, if consumers continue to subscribe to their services after the end of their minimum contracts, they must be providing an acceptable customer service to price balance.
A full breakdown of broadband customer service ratings for 24 service providers is available on thinkbroadband’s website.
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