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UK Broadband Customer Satisfaction Falls

Posted: 27th Dec, 2006 By: MarkJ
Comparison website uSwitch.com has issued its latest "Broadband Customer Satisfaction Report", which reveals that satisfaction with the largest providers has dropped by 9% over the past 6 months. Poor customer service takes much of the blame:

A lot has been happening in the broadband arena in the past ten months and on the face of it this should fantastic news for customers. Prices have fallen by up to 17.5% and the free broadband deals offered by ISPs look too good to be true.

Unfortunately, it is. TalkTalk and Orange, who both offer free broadband, score miserably on satisfaction levels, with one in three customers unhappy with the service provided.

Matthew Henton, a council member of ISPA (Internet Services Providers Association) and head of marketing at Brightview Group, says the fight for market share using offers such as free broadband will continue to impact on customer service. “Ordinary customers have been suffering while providers go out and grab land. They figure there is 12-18 months serious growth in the broadband market and want people on board as quickly as possible. After that they will start focusing on customer service as it becomes a switchers market.”

Unfortunately this has been the state of play for much of 2006 and little will change during 2007, although some providers may finally start to level out and improve their service quality; wishful thinking perhaps. More @ Web-User.
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