Users Change ISP's Over Poor Support
Posted: 18th Jul, 2005 By: MarkJ
The latest nationwide survey from YouGov has found that 1 in 5 British surfers are most likely to switch ISP's when faced with poor customer support (Bulldog/Tiscali take note):
The study, commissioned by software provider Corizon, found that over 1 in 5 broadband users (21%) has switched provider at least once because of poor customer service. This suggests that 1.6 million of Britain's 8 million broadband home users have already defected.
The research, carried out by pollsters YouGov, who quizzed more than 2,000 Internet users, found that on a typical call 1/3 of users are kept on the phone for between eleven and thirty minutes. 7% said they were regularly kept on the phone for more than an hour while agents tried to resolve their broadband problems. More than half (53%) said they were forced to make multiple calls about the same issue.
Demand for broadband is growing fast - the number of broadband users in the UK has increased by 86% in the last year according to figures released by the Office of National Statistics. Yet this survey suggests that the customer service infrastructure is struggling to keeping pace. For many consumers, inexperience with using broadband and the perceived complexity of the technology mean that efficient customer service can be a crucial differentiator between providers.
The news is hardly surprising, but never the less shows why it's so important for ISPs to balance their business plan and include good quality support alongside access.
The study, commissioned by software provider Corizon, found that over 1 in 5 broadband users (21%) has switched provider at least once because of poor customer service. This suggests that 1.6 million of Britain's 8 million broadband home users have already defected.
The research, carried out by pollsters YouGov, who quizzed more than 2,000 Internet users, found that on a typical call 1/3 of users are kept on the phone for between eleven and thirty minutes. 7% said they were regularly kept on the phone for more than an hour while agents tried to resolve their broadband problems. More than half (53%) said they were forced to make multiple calls about the same issue.
Demand for broadband is growing fast - the number of broadband users in the UK has increased by 86% in the last year according to figures released by the Office of National Statistics. Yet this survey suggests that the customer service infrastructure is struggling to keeping pace. For many consumers, inexperience with using broadband and the perceived complexity of the technology mean that efficient customer service can be a crucial differentiator between providers.
The news is hardly surprising, but never the less shows why it's so important for ISPs to balance their business plan and include good quality support alongside access.
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