Almost half of broadband users not satisfied with service
Almost half of broadband users not satisfied with service
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Friday, 27, Mar 2009 07:46
Despite lower monthly costs and an increased range of options, 42 per cent of broadband customers are not satisfied with the service they receive.
Broadband bills have dropped five per cent over the last 12 months but some 6.3 million people are still unsatisfied with their service the 2009 Broadband Customer Satisfaction Report by uSwitch.com has found.
The best providers seem to be the newcomers to the field instead of the broadband veterans like AOL and Orange.
Newcomer O2 won nine out of 11 of the report’s awards and achieved the highest ever level of customer satisfaction with 92 per cent satisfied.
Steve Weller, communications expert at uSwitch, said: "Overall, customer satisfaction is up four per cent on last year and we have seen the highest ever score from O2, which is great news for consumers."
The report shows an increased desire for high speed services despite tumbling economy, with consumers ranking broadband speed and connection quality as more important than cost.
"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," Mr Weller said.
The poll’s top three - O2, Plusnet and Sky - represent just 15 per cent of the market, while lowest rated Orange, BT and AOL Broadband hold a 50 per cent market share.
Mr Weller 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."
More customers are also buying bundle offers more often – 58 per cent of households now take a ‘triple play' deal of phone, broadband and TV.
Mr Weller said: "It's vital for customers to keep tabs on their situation to make sure that they are getting the best bang for their buck.
"With prices continuing to tumble, moving to a better deal could be a great way to cut the cost of their monthly broadband bill."