O2 tops UK broadband survey

Posted on 1 May 2009 at 10:18

O2 is the UK’s best performing broadband provider, the results of a consumer satisfaction survey have revealed.

The ISP scored an average of 86% for very or fairly satisfied ratings in six categories, including speed and reliability service, value for money and after-sales support. That put it well ahead of the next-best PlusNet, which averaged 60% in the survey of 10,000 broadband users by Broadband Choices.

Sky came third with the most-improved ISP, Virgin Media in fourth place.

Sky did take top spot for bundled services, followed by Virgin.

Broadband Choices’ managing director Michael Phillips said that the commonest complaint it received in the survey was about the quality of support.

“Every time we do our survey we get inundated with customers bemoaning the after sales support they receive. This spring’s survey further underlines this with customer service coming bottom across the board in terms of satisfaction.”

But the biggest reason for switching provider is performance.

“The key reason for considering switching is overwhelmingly due to the frustration of not receiving the speed performance users have been promised,” Phillips said. “As underlined in recent Ofcom tests, it’s clear that ISPs fall well-short of adequately managing their customers’ expectations in this respect.”

So much so that 46% have already switched and many more are thinking of switching in the future.

“As competition in the broadband market increases, it’s encouraging to see that consumers now recognise that there are viable alternatives,” Phillips said.

Author: Simon Aughton

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