By: MarkJ - 18 March, 2009 (1:28 PM) - Views: 2406 - Categories: Fixed Line Broadband
Help site Thinkbroadband has just published new results from last year’s annual Broadband Customer Ratings 2008 survey, which is based off data gathered from over 500,000 UK ISP ratings. Unsurprisingly O2 ( Be Broadband ) and PlusNet topped the list for larger providers, while IDNet and Zen Internet again rule the roost of smaller ISPs.
It's sadly no surprise to find the likes of AOL (35%), Pipex (35%), Tiscali (34%), Orange (33%) and Supanet (29%) at the bottom of both the large and small ISP tables, with each being barely able to muster a customer service rating of up to 35%. Reliability figures moved in a similar proportion to customer service ratings, albeit on average around 10% higher for many providers.
The big winner here has to be the O2 Group, thanks to its customer service rating putting it a good 10% (O2/Be average) above its nearest competitor, PlusNet. That's very impressive for one of the big boys, though it's unclear whether or not the more recent, albeit localised, network congestion problems will impact their showing next year.
Top 5 Large UK ISPs (Customer Service Quality %)
O2 (O2 Group) - 79%
Be Broadband (O2 Group) - 71%
PlusNet (BT Group) - 67%
Sky Broadband (BSkyB Group) - 50%
Virgin Media - 44%
BT (BT Group) - 41%
O2 (O2 Group) - 79%
Be Broadband (O2 Group) - 71%
PlusNet (BT Group) - 67%
Sky Broadband (BSkyB Group) - 50%
Virgin Media - 44%
BT (BT Group) - 41%
Top 5 Small UK ISPs (Customer Service Quality %)
IDNet - 87%
Zen Internet - 84%
NewNet - 79%
Entanet - 77%
UKOnline (BSkyB Group) - 69%
IDNet - 87%
Zen Internet - 84%
NewNet - 79%
Entanet - 77%
UKOnline (BSkyB Group) - 69%
It's sadly no surprise to find the likes of AOL (35%), Pipex (35%), Tiscali (34%), Orange (33%) and Supanet (29%) at the bottom of both the large and small ISP tables, with each being barely able to muster a customer service rating of up to 35%. Reliability figures moved in a similar proportion to customer service ratings, albeit on average around 10% higher for many providers.
The big winner here has to be the O2 Group, thanks to its customer service rating putting it a good 10% (O2/Be average) above its nearest competitor, PlusNet. That's very impressive for one of the big boys, though it's unclear whether or not the more recent, albeit localised, network congestion problems will impact their showing next year.
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Comments: 4
MarkJPosted: 18 March, 2009 - 1:57 PM
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I couldn't help but wonder whether Be Broadband alone shouldn't have been in the small ISP list , since when taken separately aren't they around the same size as Zen?
Seb - thinkbroadbandPosted: 18 March, 2009 - 3:57 PM
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We included Be in the large category because they had the required numbers of ratings. Zen are very close to the number required for that category. We decided not to split it into three with the number of providers having sufficient ratings.
SebPosted: 19 March, 2009 - 6:09 PM
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What we weren't sure about is whether to combine O2/Be into one but because of the different customer support centres we felt this illustrated the difference well :)
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