Broadband: Declining Customer Satisfaction

By: Liam G

A survey, conducted by JD Power, a market research firm has revealed some pretty disappointing figures with regards to customers and ISP relations.

The survey, currently in its 3rd year has found that the number of calls regarding customers complaining about their broadband providers now outnumber the amount of service-related calls, with 52% to 48% respectively.

The survey has looked at the UKs leading eight broadband providers and scored them on various important aspects, such as; performance, reliability, customer service and technical support.

The total score was 1,000 and Tiscali scored the highest with 668, and BT came in with the lowest at 626.

Some of the major problem areas the survey uncovered where regarding performance, reliability and customer satisfaction levels.

It found that on average, customers had to wait 17 minutes before they got to speak to a member of their ISPs technical help team. Moreover, overall performance, reliability and average customer satisfaction figures where down from last years figures.

Although the average broadband connection speed has risen from 3.5Mbps in 2006 to 4.8Mbps this year, it would seems that one of the UK consumers main annoyance is to do with the actual speed they receive being considerably less than what ISPs advertise.

According to JD Power's director of service industries, "Last year broadband was still a novelty and people were wowed by how much faster it was than dial-up," but, "This year everyone expects it to be fast and get angrier when it doesn't work."

It's important to note though, that the actual broadband speed a consumer will experience depends heavily on the distance they are from their nearest BT exchange, and the quality of their line.

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