Bills are down by 4% and speeds are up by 33%, yet many of us are still not happy with our broadband provider. Are we just a nation of whingers or do we have real cause for complaint?
It seems that when it comes to customer service, many of us are totally justified in our dissatisfaction. According to uSwitch’s recent report (The 2010 Broadband Customer Satisfaction Report) which sought the views of more than 7,500 broadband users, there is a huge difference between the good guys of the industry and those who could definitely do better.
The relative newcomers to the market, O2, Plusnet and Sky, come out of the survey with gold stars all round, whilst Orange, yet again, languish at the bottom of the league table.
O2 have come out top for the second year in a row and in fact won ten out of eleven of the accolades on offer. They scored 92% in overall satisfaction and have attracted over 250,000 new customers over the last year, bringing their customer numbers up to 600,000, an impressive total for a company which only entered the market less than three years ago.
Orange may have more customers (a million) but less than half would recommend them to a friend. There has been a history of service problems after they installed their own equipment at exchanges and they have recently appointed BT to run their operation in an attempt to improve matters.
Fans of O2 will be interested to know that they are about to enter the home telephone market with bundles available for as little as £17 a month.
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