42% Of UK Broadband Users Not Satisfied
A 12,000 strong user survey conducted by Uswitch has revealed that nearly half (42%) of broadband customers are not satisifed with the service they receive.
It is not exclusive news that many people are unhappy with their broadband service, however, the true extent of consumer’s unhappiness is quite alarming.
Cost, speed and reliability are three of the main reasons for people’s unhappiness, with the bigger ISP’s like AOL, BT and Orange (which have a combined market share approaching 50%), rated amongst the lowest, despite their early popularity.
In particular, the survey found that AOL’s popularity had declined by 7% since last year and by 10% compared to 2007. Approximately 34% of their customer’s who were questioned, claimed that they were unhappy with the service they receive. This had placed AOL at the bottom when it comes to customer satisfaction.
Steve Weller, the communications expert for Uswitch, said, “It seems that some of the more established broadband companies are slowing down with age and have lost sight of what customers want – speed and reliability, backed up by efficient customer support should things go wrong.”
When speaking about the importance of broadband in people’s lives, Weller also said, “Broadband has become such a vital part of people’s lives that, despite the tough economic climate, consumers are willing to pay for a fast speed, reliable connection and good old fashioned customer service.”
O2 scored an impressive 92% customer satisfaction rating among its users, which is not surprising considering its robust network performance and UK based customer support.
In reponse to the survey, a spokesman for BT said: “Only last week, BT and Sky were voted joint top for customer service in another broadband survey for Broadband Genie. BT is the country’s leading internet service provider and was voted one of the UK’s most trusted brands this week in a survey of customers for Reader’s Digest.”
The BT spokesman continued, “USwitch, which is not accredited by Ofcom as a switching site, makes commissions from customers who switch suppliers and it is in their interests to target criticism at companies with the largest customer bases.”