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ISP's Sacrificing Customer Service

Posted: 28th Jan, 2005 By: MarkJ
UKFast has picked up on the latest research from Manchester based consultancy Harper James, which highlights how larger providers are overlooking customer service. 35% of Pipex's customers are apparently unhappy:

Customer service is being overlooked by the big players. Research carried out by Harper James revealed that companies made decisions about their IT solutions based on customer care rather than cost.

Many Companies hosting with large, often multinational ISP’s were dissatisfied with the service they received. 35% of Pipex customers interviewed were unhappy with the way problems were handled. Too many staff presented themselves as unaccountable and the right person was very difficult to find.

Managing Director of UKFast, Lawrence Jones empathises. “Too many companies forget that competitive prices and quality hardware are only the beginning of a relationship.”

This month UKFast are head to head with their multinational peers as they await the results of the ISPA UK Awards. Shortlisted for Best Hosting Provider, the Manchester based ISP is aware of the competition, but cites the personal level of service they provide as their advantage.

Lawrence Jones has giant size confidence despite being the nipper in the group. “We’re the only totally independent player in the category. Three of the other four were also placed in the shortlist last year and so it is a testament to our growth throughout 2004 that we sit in the top 5 in the UK.”

Last years Best Host was described as remaining ‘customer focussed whilst expanding hugely.’

Steve Bryson, Director of Halogen thinks UKFast’s approach is refreshing. “In our experience, the word Fast in their name doesn’t just refer to their servers but to the whole service. Any technical queries are always responded to immediately. But perhaps the main reason we prefer to use UKFast is that they speak plain English to us — a rare and highly valuable benefit in an industry plagued by techno-jargon and assumed knowledge!”


It's a pity the ISP has spent so much time talking about how wonderful it is and neglected to include further results from the research.
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