A new Which? broadband customer satisfaction survey has found the UK’s biggest internet service providers are still failing on customer service with major providers occupying four of the bottom five slots and TalkTalk coming last once more.
The latest results, following a survey of 3,717 broadband users, show that TalkTalk (38%) and BT (47%) achieved the worst customer scores due to poor customer service and lack of ease in contacting them. Virgin (54%) and Sky (50%) performed only slightly better, with the latter moving out of the bottom three since the last survey was published in October 2015.
Smaller internet service providers (ISPs) are leading the way in keeping their customers happy with Zen Internet and Utility Warehouse achieving first and second place. They scored 83% and 80% respectively, which is 15% higher than the next nearest competitor, Plusnet, who scored 65%.
While Zen Internet and Utility Warehouse prices are higher than other ISPs, customers surveyed said they were happy to pay this in return for great customer service, reliable internet speeds and technical support when needed. This has led to both becoming Which? Recommended Providers.
These results demonstrate the need for Ofcom to begin to implement the reforms it recently announced as part of its ten-year review. Which? is calling for faster, more reliable broadband and automatic statutory compensation for customers when things go wrong.
Richard Lloyd, Which? executive director said:
“These latest results show that some of the major broadband providers are still underperforming and are failing to meet their customers basic requirements.
“Broadband is now essential so consumers need to have consistent and reliable internet speeds and have the confidence that when things go wrong they will quickly be put right”
Notes to Editors
Score and ratings Based on a survey of 3,717 broadband, phone and TV customers conducted in December 2015 and January 2016. We require a minimum of 30 responses to give a rating or score on any particular measure. Which? Recommended Providers (WRP) in red; internet service providers to steer clear of in grey. WRPs only awarded to providers that achieve a customer score of 70% or above and whose first-year cost is no more than 20% above the average price of £267/year. Price The first-year cost for each provider’s standard-speed, unlimited-broadband package including line rental, router charges and any promotional offers. Prices correct as of 25 February 2016. Customer score combines overall satisfaction and likelihood of recommending to a friend.
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