Customer service satisfaction has dropped by 15% since January 2006
28th February 2007
According to Point Topics latest survey (BroadBand User Consumer Survey 3) only 77% of customers claim to be ‘fairly’ or ‘very’ satisfied with their broadband provider. This is compared to 92% only 10 months ago.
Over 5,000 broadband users took part in the survey responding in a number of different categories of user satisfaction including: speed of service, billing, clarity and value for money. The main source of discontent was after sales support with new entrants TalkTalk and Sky falling shortest. Point Topic believes that all ISPs are getting worse as they struggle for market share.
The report also shows one in ten people changed provider in the last 6 months and that 25% of people want to change provider as soon as possible. Price seems to be the main reason for customers wanting to switch, however service and speed is becoming more and more important for customers.
Member of the Internet Services Providers' Association
Member of the Broadband Stakeholder Group