The survey, which is conducted every six months, aims to find out how UK broadband users view the services and costs of their internet providers.

The spring 2009 survey showed that:

* Less than half of broadband users are satisfied with the customer support they receive.

* More than half of broadband users are considering changing their ISP in the next six months as the credit crunch bites.

nd the winners were…

* O2 is king of the ISP hill, winning all six key satisfaction categories as well as being voted best overall broadband provider.

* Virgin Media is the most improved ISP overall, compared to the autumn 2008 survey

* Sky is best ISP overall for bundled services.

* Virgin Media is winning the bundled services race for speed, voted fastest service for bundled packages

* TalkTalk provides consumers with best value for money for bundled services.
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O2 is offering free Broadband for the first three months when a customer purchases Premium or Pro packages during April and May 2009.

This is a £66 saving, and will certainly help O2 continue its growth of their Home Broadband product.

O2′s Home Broadband product continues to sweep the telecoms awards and managed to brush aside their competitors in the March USwitch Awards as O2 Home Broadband won an incredible 9 out of 11 awards available! It scored 92% in the Best Overall Customer Satisfaction category.

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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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