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Free Broadband Hampers Customer Satisfaction

Posted: 14th Nov, 2006 By: MarkJ
uSwitch.com claims that customers of "free" broadband ISP's are less satisfied with their service compared to rivals. The survey of more than 11,000 customers found an overall 9% drop in broadband satisfaction levels:

The TalkTalk service run by Carphone Warehouse had one of the worst scores: 70% of people expressed satisfaction with its service, placing it joint bottom with Orange - the top score was 85%.

Broadband provider Virgin.net came top, with 85% of its customers expressing satisfaction. The survey placed Telewest second with 83% and Tiscali third with 80%.

Tiscali came top of the home phone providers with a customer satisfaction rating of 81%. Both TalkTalk and Telewest achieved an 80% rating, followed by BT at 72% and ntl at 70%.

The BBC News Online item fails to point out the other side of this, which is that the majority of people are satisfied with their service. Unfortunately for ISP’s, consumers’ judge a business by its ability to cope when problems arise.

Typically the survey can be read one way or the other, although even the top rating of 85% still means that 15% of customers aren’t happy, which is far too many.
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