Home » ISPreview UK News Archives »
Sponsored
PlusNet Publishes Broadband Fault Handling Survey
By: MarkJ - 02 June, 2008 (8:57 AM)

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:

Latest Quarterly Results:
  • 67% Were not aware that we can offer an SMS text update to their fault.

  • 31% Were not aware of the 0808 free dial-up connection we offer as a backup when a fault is raised.

  • 75% Rated the experience as above average.

  • 56% Were extremely, or very satisfied with the experience.

  • 25% Felt that we did not understand their problem very well.
Previous Quarters Results
  • 58% Were not aware that we can offer an SMS text update to their fault.

  • 36% Were not aware of the 0808 free dial-up connection we offer as a backup when a fault is raised.

  • 74% Rated the experience as above average.

  • 57% Were extremely, or very satisfied with the experience.

  • 25% Felt that we did not understand their problem very well.

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.


History - [News Archives]

Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved (Terms, Privacy Policy, Links (.), Website Rules).