Broadband customers not satisfied by service

TalkTalk and Orange score the worst in recent survey

14 November 2006 11:50 GMT / By Amber Maitland

A report by uSwitch has found that broadband customers are in general, less than satisfied with the level of service they receive.

uSwitch surveyed more than 11,000 customers to find that, overall, there’s been a 9% drop in the level of satisfaction delivered by broadband suppliers. The researchers believe that broadband suppliers are failing to expand their customers support base as they sign up more customers – 650,000 since March alone.

TalkTalk by the Carphone Warehouse scored just 70% in overall customer satisfaction, along with Orange. However, the top score was only 85%. TalkTalk has had some trouble delivering service to all the people who responded to its “free” broadband offer, as the company underestimated the level of response.

“It’s disappointing to see that the majority of providers are failing to accompany the growth in customer numbers by sufficient growth in customer service operations, and the required investment in their technology, to ensure that they are looking after customer needs in an acceptable manner”, said Steve Weller, head of communications services at uSwitch.com.

Virgin.net scored the highest, with 85% of customers expressing satisfaction, while Telewest came second and Tiscali third. Tiscali provided the most satisfying home phone service, with a rating of 81%.

Full tags

Hardware, Networking, uSwitch, Broadband