UK Broadband ISP Email Support Quality Rated - ISPreview
UK Broadband ISP Email Support Quality Rated
By: Mark Jackson - May 26th, 2009 : Page 2 -of- 5
"We would expect that any modern ISP should be able to respond within one working day (24 hours)"

NOTE: We did not score based on hours due to the inherent unreliability of hour/minute email timings. However, where ISPs tied with the same score then the one that reached our inbox first should appear higher up.

Summary of results

We would expect that any modern ISP should be able to respond within one working day (24 hours), hence the test began on a Monday morning. Note that we would have liked to test more providers but it quickly became too time consuming, thus we ended up testing 19 instead of our goal of 25.

1. AAISP

Reply Time: Under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Lightning quick reply, offered basic webform and direct email contacts, and answered all questions simply but correctly.

2. Fast.co.uk

Reply Time: Under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Very quick reply, offered direct email contacts, and answered all questions correctly.

3. NewNet

Reply Time: Under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Quick reply, offered webform and direct email contacts, and answered all questions correctly.

4. IDNet

Reply Time: Under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Quick reply, offered webform and direct email contacts, and answered all questions correctly

5. Demon

Reply Time: Under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Took most of the first day to reply, offered direct email contacts, and answered all questions correctly. However we did have to wait a bit longer for two of the questions to be answered by a different member of staff.

6. Karoo (Kingston Communications/KCOM)

Reply Time: Just under 24 Hours = 7 Points
Question Score: 4 Points
Summary: Took most of the first day to reply, offered a webform for contacts and answered all questions correctly.

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