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PlusNet Publishes Broadband Fault Handling Survey

Posted: 02nd Jun, 2008 By: MarkJ
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.
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