UK ISP Plusnet has published the latest results from its quarterly broadband fault handling survey (here), which shows that 75% of customers experiencing a fault rated the support experience as being above average, while 56% were extremely, or very satisfied with the experience.

Just 25% felt that the ISP did not understand their problem very well. Plusnet also provided results from the previous quarter for comparison:


Interestingly the ISP reports that customers raising faults online had dropped to 42%, which compares with 48% in the previous quarter and meant that more people seemed to be using the phone to raise their problems.