TalkTalk & NTL Voted Worst UK Broadband ISP's
Posted: 06th Dec, 2006 By: MarkJ
The latest annual rankings from research company JD Power and Associates has placed TalkTalk and NTL at the top of the "worst" pile for broadband provision. Ironically Telewest, which is now a part of NTL (soon to be 'Virgin Media'), came out the best (they often do):
Curiously AOL and BT are in the opposite position on other surveys we've seen, which just goes to show how difficult it is to get an accurate reading of an ISP's quality.
Generally all such surveys have reported lower general satisfaction than in previous years, with many consumers seemingly prepared to switch providers within the coming 12 months. More @ CNet.co.uk .
Telewest came out top of the rankings, which are based on responses from 1,438 customers across the UK, for the second year running, scoring highest on performance and reliability, and customer service and technical support.
Telewest was followed by AOL, Tiscali, BT and Orange, with NTL and then TalkTalk at the bottom of the rankings. AOL scored highest on image and Tiscali scored highest on cost.
The 2006 UK Broadband ISP report also showed the overall customer satisfaction ranking, which is based on things like performance, reliability, customer service, cost and billing, fell this year due to lower customer service scores across all the ISPs. In particular the average waiting time to speak with customer service agents has increased by two minutes to 8.7 minutes since last year.
Telewest was followed by AOL, Tiscali, BT and Orange, with NTL and then TalkTalk at the bottom of the rankings. AOL scored highest on image and Tiscali scored highest on cost.
The 2006 UK Broadband ISP report also showed the overall customer satisfaction ranking, which is based on things like performance, reliability, customer service, cost and billing, fell this year due to lower customer service scores across all the ISPs. In particular the average waiting time to speak with customer service agents has increased by two minutes to 8.7 minutes since last year.
Curiously AOL and BT are in the opposite position on other surveys we've seen, which just goes to show how difficult it is to get an accurate reading of an ISP's quality.
Generally all such surveys have reported lower general satisfaction than in previous years, with many consumers seemingly prepared to switch providers within the coming 12 months. More @ CNet.co.uk .
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