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PlusNet and O2 UK Top uSwitch 2011 Broadband ISP Customer Satisfaction Survey

Posted: 01st Apr, 2011 By: MarkJ
gold starThe 2011 uSwitch broadband customer satisfaction report, which is based upon responses from 7,500 broadband users, has rated PlusNet the surprise overall winner after it came top in 4 out of the 11 categories with 90% of its customers satisfied. Curiously O2 UK, which had been top last year and has since been pushed back into 2nd place, managed to win in the 7 other categories with 89% overall customer satisfaction.

Sadly AOL UK (67%) came BOTTOM in 7 out of the 11 categories, which as usual only tested the largest providers in the market and ignored smaller players. AOL's parent, TalkTalk UK, followed on 70% and then BT with 74%. According to the survey, AOL's customers experienced average speeds of 5Mbps.

Ernest Doku, Technology Expert at uSwitch.com, said:

"With greater competition and faster speeds than ever before, the u-turn in broadband satisfaction is alarming. People have taken broadband to the next level at home and are now enjoying content-rich applications such as YouTube and BBC iPlayer. But their experience will be seriously affected if the speed they need - and believe they should be getting - isn’t the one they experience. Broadband that doesn’t deliver is incredibly frustrating.

Plusnet has shown that the simple formula of a reliable connection, good value and excellent customer service equals satisfied customers. Its rivals should sit up and take note of this – it’s not rocket science.

In the meantime, it’s more important than ever for customers to look at the whole picture when they are choosing their service, and think about what’s important to them. If the companies at the bottom of the table don’t try to address their failings, they could well see their customers vote with their feet."

uSwitch's own data also revealed that the average broadband ISP speed in the UK has increased from 5.7Mbps to 7.4Mbps – a rise of 30%. This is significantly above Ofcom's recent figure of 6.2Mbps. In addition, consumers now pay an average of £14.64 per month for their broadband, compared with £13.95 in 2010 (a 5% rise in bills).
Best Overall Broadband ISP for Customer Satisfaction
1. PlusNet (90%)
2. O2 (89%)
3. Sky Broadband (81%)
4. Virgin Media (79%)
5. Orange (75%)
6. BT (74%)
7. TalkTalk (70%)
8. AOL UK (67%)
The results somewhat mirror J.D. Power's survey from earlier today (here) and hint at signs of a possibly recovery for Orange UK. By contrast TalkTalk UK, which is still struggling with the aftershocks of Tiscali's acquisition and several slaps from Ofcom, was the biggest faller from 5th to 7th position (-7% overall satisfaction).

One year ago some 62% of customers were satisfied with their customer service, which has dropped by 2% to 60%. When asked which aspects of service were most important, 61% said reliability of connection, 57% said speed, 54% said value for money and 11% said customer support. However the latter usually tends to become more important when you actually need to access it.
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