{"id":15034,"date":"2018-01-23T00:01:58","date_gmt":"2018-01-23T00:01:58","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=15034"},"modified":"2018-01-18T14:30:47","modified_gmt":"2018-01-18T14:30:47","slug":"people-still-prefer-contact-uk-broadband-isp-via-phone","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2018\/01\/people-still-prefer-contact-uk-broadband-isp-via-phone.html","title":{"rendered":"People Still Prefer to Contact their UK Broadband ISP via Phone"},"content":{"rendered":"<p>The latest ISPreview.co.uk reader poll, which was conducted between 23rd Nov 2017 and 18th Jan 2018, has found that the humble telephone remains the most popular way for broadband users to contact their ISP. Meanwhile a third were unhappy with their provider&#8217;s customer service.<!--more--><\/p>\n<p>Overall 49.3% of the 1,116 respondents said they preferred to use the phone (mobile or landline) when contacting their ISP, while online chat was the second most popular solution (33.1%) and this was followed by email (15.2%). Broadly speaking 60.5% of respondents said they were satisfied with the quality of their provider&#8217;s customer service and support staff, although there&#8217;s still some room for improvement.<\/p>\n<p>In particular, providers would do well to ensure that they have a functional online chat system and they should endeavour to keep call waiting times to a minimum, particularly if the call is charged. The survey found that over a quarter of respondents had needed to contact their ISP four times or more during the past year.<\/p>\n<blockquote><p><span style=\"color: #339966;\"><strong>How do you prefer to contact your broadband ISP?<\/strong><\/span><br \/>\nPhone &#8211; 49.3%<br \/>\nOnline Chat &#8211; 33.1%<br \/>\nEmail &#8211; 15.2%<br \/>\nOther &#8211; 1.8%<br \/>\nSMS &#8211; 0.3%<\/p>\n<p><strong><span style=\"color: #339966;\">How many times have you needed to contact your ISP in the past year?<\/span><\/strong><br \/>\nZero or Once &#8211; 42.2%<br \/>\nTwice &#8211; 21.3%<br \/>\nFive times or more &#8211; 20.7%<br \/>\nThree times &#8211; 9.4%<br \/>\nFour times &#8211; 6.1%<\/p>\n<p><strong><span style=\"color: #339966;\">How happy were you with your ISP&#8217;s customer service staff?<\/span><\/strong><br \/>\nHappy &#8211; 36.5%<br \/>\nVery Happy &#8211; 24%<br \/>\nNot Happy &#8211; 16.3%<br \/>\nVery Unhappy &#8211; 16.3%<br \/>\nUnsure &#8211; 6.6%<\/p><\/blockquote>\n<p>Meanwhile this month\u2019s new survey kicks off 2018 by asking what kind of broadband bundle, if any, you would prefer to have? <strong><a href=\"http:\/\/www.ispreview.co.uk\/cgi-bin\/polls\/_polls.cgi\" target=\"_blank\" rel=\"noopener noreferrer\">Vote Here<\/a><\/strong>.<\/p>\n<p><strong>NOTE:<\/strong> ISPreview.co.uk surveys are likely to receive a higher proportion of tech-savvy respondents than most, although the majority of our visitors are normal consumers (i.e. they come to this site for help and assistance with basic broadband problems \/ questions or when hunting for a new ISP).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The latest ISPreview.co.uk reader poll, which was conducted between 23rd Nov 2017 and 18th Jan 2018, has found that the humble telephone remains the most popular way for broadband users to contact their ISP. Meanwhile a third were unhappy with their provider&#8217;s customer service.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[34],"class_list":["post-15034","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-statistics"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>People Still Prefer to Contact their UK Broadband ISP via Phone - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The latest ISPreview.co.uk reader poll, which was conducted between 23rd Nov 2017 and 18th Jan 2018, has found that the humble telephone remains the most\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2018\/01\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"People Still Prefer to Contact their UK Broadband ISP via Phone - ISPreview UK\" \/>\n<meta property=\"og:description\" content=\"The latest ISPreview.co.uk reader poll, which was conducted between 23rd Nov 2017 and 18th Jan 2018, has found that the humble telephone remains the most\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ispreview.co.uk\/index.php\/2018\/01\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\" \/>\n<meta property=\"og:site_name\" content=\"ISPreview UK\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:published_time\" content=\"2018-01-23T00:01:58+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2020\/07\/ispreview_uk_logo.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Jackson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ispreview\" \/>\n<meta name=\"twitter:site\" content=\"@ispreview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Jackson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\"},\"author\":{\"name\":\"Mark Jackson\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\"},\"headline\":\"People Still Prefer to Contact their UK Broadband ISP via Phone\",\"datePublished\":\"2018-01-23T00:01:58+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\"},\"wordCount\":322,\"commentCount\":8,\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"keywords\":[\"Statistics\"],\"articleSection\":[\"ISP News\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2018\\\/01\\\/people-still-prefer-contact-uk-broadband-isp-via-phone.html\",\"name\":\"People Still Prefer to Contact their UK Broadband ISP via Phone - 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