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Plusnet Tops ISP Customer Satisfaction Survey
By: MarkJ - 05 March, 2008 (1:48 PM)

Comparison site BroadbandChoices has published the results from a customer satisfaction survey of 4,000 households, which asked how happy people were with their choice of ISP. Plusnet came top in five out of the six categories, not least winning the highest level of satisfaction (88.3%) in quality and reliability:

The Quality & reliability of your home Internet Service

Winners - (very satisfied / fairly satisfied)
PlusNet - 88.3%
Pipex - 87.9%
Virgin Media - 83.0%
Sky Broadband - 81.0%

Losers - (fairly unsatisfied / not at all satisfied)
Tesco - 23.8%
Orange - 14.2%
TalkTalk - 13.9%
AOL Broadband - 12.8%

Download times of files and web pages

Winners
PlusNet - 82.9%
Pipex - 74.6%
Virgin Media - 71.1%
Sky Broadband - 69.4%

Losers
Tesco - 36.5%
Orange - 21.2%
TalkTalk - 19.5%
BT Broadband - 19.1%

The clarity of pricing & billing

Winners
Sky Broadband - 77.1%
Tiscali - 75.3%
PlusNet - 74.7%
Orange - 73.2%

Losers
Pipex - 16.7%
BT Broadband - 16.1%
Virgin Media - 11.3%
TalkTalk - 9.2%

After sales support

Winners
PlusNet - 73.9%
Pipex - 66.1%
AOL Broadband - 54.0%
Sky Broadband - 53.4%

Losers
Orange - 28.8%
TalkTalk - 27.9%
Virgin Media - 24.4%
BT Broadband - 23.8%

Good value for money

Winners
PlusNet - 81.1%
Sky Broadband - 75.7%
TalkTalk - 73.7%
Tiscali - 62.4%

Losers
BT Broadband - 28.7%
AOL Broadband - 18.4%
Virgin Media -16.5%
Orange - 16.0%

Speed of service activation (after sign-up)

Winners
PlusNet - 73.6%
Pipex - 67.7%
Sky Broadband - 66.8%
Virgin Media - 62.6%

Losers
TalkTalk - 25.4%
BT Broadband -18.6%
Sky Broadband - 17.0%
Tiscali - 16.2%

The survey does not appear to have included any smaller providers, perhaps because of the small sample size.


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