Virgin Broadband comes joint-second in customer satisfaction poll

[Safeman]

Broadband users grow less happy



Tuesday July 3, 2007
The Guardian

More than a quarter of all broadband customers are unhappy with their service provider, according to a report that has named and shamed the worst firms.The companies that pioneered "free" broadband services, Orange and Carphone Warehouse's TalkTalk, remain at the bottom of the satisfaction table. The relatively small firm Plusnet, which was bought by BT this year, was named as offering the best overall package.
The poll of 11,000 internet and 9,000 home phone users, conducted by YouGov on behalf of uSwitch, found that satisfaction has dropped by 10% since March 2006 - the last survey before "free" broadband was launched. Tiscali and Orange saw satisfaction levels fall the most: uSwitch calculates that Orange has about 400,000 unhappy broadband customers.

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Sky and Virgin both scored 76% satisfaction. Although Sky gained a clear victory for "value for money", with 83% satisfaction compared to Virgin Media's 68%, its customers are less happy with the support they receive. Only 48% of Sky customers were satisfied with customer support - compared with Virgin Media's 55%."Unlike last year's survey when providers were, in many cases, simply overwhelmed by demand, this year the problems are more technical," said Chris Frost, communications expert at uSwitch.com. "New advances in broadband technology appear to be having an adverse effect, with connection problems and service interruptions occurring all too frequently."
Tiscali came top among home phone users for the second time running with 87% of customers satisfied

[Toto]

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[Matt D]

Forum thread:

http://www.cableforum.co.uk/board/10...-bb-comes.html




News Story:

http://www.cableforum.co.uk/article/...isfaction-poll



Closed.