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J.D. Power Ranks O2 Top for Fixed and Mobile Broadband

Posted: 05th Feb, 2009 By: MarkJ
J.D. Power and Associates latest customer satisfaction survey (Dec 2008) of UK fixed and Mobile Broadband services has ranked O2 ahead of its rivals. The provider won high praise in several fields for performance and reliability; billing; cost of the service; and customer service/technical support.

O2 scored an overall total of 767 on a 1000-point scale for fixed broadband and 712 for its Mobile Broadband service:

Fixed broadband customer satisfaction index

  1. O2 - 767

  2. Sky - 706

  3. Virgin Media - 672

  4. TalkTalk - 642

  5. Tiscali - 641

  6. BT - 635

  7. Orange - 626

  8. AOL UK - 615
Mobile broadband customer satisfaction index
  1. O2 - 712

  2. T-Mobile - 683

  3. Vodafone - 655

  4. Orange - 636

  5. Three (3) - 606

Interestingly 62% of fixed broadband customers reported experiencing a service disruption in the previous 12 months, with 26% attributing the outage to a local exchange problem or heavy Internet traffic:

“Among customers, the proportion of complaints, compared with general inquiries, declined to 40 percent in 2008 from 52 percent in 2007, suggesting that ISPs have been working hard to improve their infrastructure,” said Stuart Crawford-Browne, senior manager of service industries research at J.D. Power and Associates.

Satisfaction with Mobile Broadband tended to be lower than with fixed broadband ISPs. Additionally, mobile customers report an average of 3.6 service disruptions in the previous 12 months, often due to poor reception and a busy network:

“The mobile broadband market is experiencing swift growth as a complementary service to fixed broadband—71% of mobile broadband customers also have fixed broadband services,” said Crawford-Browne. “However, with the rapid evolution of the mobile broadband segment, ISPs need to keep improving their offerings and service to stay competitive.”

The study also revealed that 64% of fixed broadband customers use a wireless router to connect, with 73% of those receiving the hardware from their ISP. Interestingly 80% of customers bundled fixed broadband services with other services, which is unusual given the real-world dominance of standalone packages.

Meanwhile just 62% of Mobile Broadband customers had bundled their service with other products, which didn't stop 41% opting for incentives during subscription (44% took a monthly discount and 20% took a laptop).

However only 20% of fixed broadband customers said they “definitely will” or “probably will” switch their provider in the next 12 months, while 25% of mobile broadband customers say the same.
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