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TalkTalk & AOL Improve Customer Satisfaction

Posted: 16th Aug, 2007 By: MarkJ
The results of Point Topic's 4th 'Consumer Survey' are in and there's a surprise in the mix for two of The Carphone Warehouse's ISPs', TalkTalk and AOL UK. During December 2006 TalkTalk and AOL averaged 13.6% very or fairly dissatisfied customers; in June 2007 this had dropped to just 9%.

Sadly The Carphone Warehouse stands alone amongst the top 10 for improvement with overall Internet user satisfaction levels remaining static (77% very or fairly satisfied) for the 6 months to June 2007:

“This reflects the efforts that Carphone Warehouse have put into their customer service,” says Dr Katja Mueller, Research Director at Point Topic. “Mr Dunstone [Founder and Chief Executive of the group] has repeatedly claimed that the company was addressing the issues and the research bears him out.”

TalkTalk is also the lead ISP in terms of customers who are happy where they are. With more than 73% of its customer base saying they are going to stay it tops the table by some distance. At the other end of the scale is Orange with less than 45% of its customers committing their online future to the company.

Customer satisfaction with broadband ISP's took a sharp fall during 2006 and most other surveys have highlighted a similar trend into 2007 despite Ofcom's new migration rules.

Hopefully Carphone's improvement will continue and we'll see other ISP's begin to concentrate more on service and support quality in the future.
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