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Point Topic survey shows broadband customers are an unhappy lot
Tuesday 27 February 2007 13:41:36 by Andrew Ferguson

Point-Topic.com publishes regular surveys looking into various aspects of the broadband market place. In a survey of UK consumers that looked at satisfaction levels in February 2006 and December 2006 an overall drop was seen from 92% to 77% for those that were very or fairly satisfied. The analysis can be read in full over on Point-Topic.com.

Overall satisfaction with Internet service

 

Very satisfied 34%
Fairly satisfied 43%
Neither satisfied nor dissatisfied 12%
Fairly dissatisfied 6%
Very dissatisfied 3%
Don't know 2%

A very telling point was made in that in the 10 months up until December 2006 their survey showed that those very or fairly dissatisfied with after sales support rose from 7% to 18.3%. Point-Topic has highlighted that with the new migration rules that came into force on February 14th, the consumer now has a lot more power to move to a better performing provider. Providers need to rapidly look at how they deal with consumers and ensure that support is concentrating on quality of service and getting problems resolved rather than just performance in terms of the number of calls handled. The potential penalty for a provider that ignores the quality of service it offers may be lots of unhappy customers moving around to find better service, or perhaps put up with similarly poor service at a lower price point.

Rory Cellan-Jones the BBC News Technology correspondent has published an item that gives some more details from the Point Topic survey. This can be viewed at BBC News Online.

Comments

Posted by filya over 10 years ago
I THINK ISP ARE JUST LAUGHING AT US TO BE HONEST AS THEY TIE YOU UP IN A 12 MONTH CONTRACT THEN TREAT YOU AS A NUMBER SO POINT-TOPIC TALK A LOAD OFF RUBBISH AS TAKE 1 YEAR TO CHANGE OVER
Posted by windows700 over 10 years ago
I agree filya!
Posted by andrew (Favicon staff member) over 10 years ago
Are people aware that even if inside your minimum contract term the new MAC rules allow you to migrate away, and then resolve issues like payment for remaining contract, or dispute it due to lack of reasonable service or other failings.
Posted by FredScuttle over 10 years ago
My contract has changed quite a bit since I joined.In fact the rules seem to change at a moments notice always in their favour. My ISP feels it has the right to behave anyway it wishes without regard to me the customer. I have to abide by whatever they dictate. I can leave but at a price.
Posted by c_j_ over 10 years ago
From NewsOnline: "17% of TalkTalk customers and 14% of Sky broadband users were very or fairly dissatisfied with the service on offer"

Fancy that. Since the "free" broadband cowboys came to town, complete with their attempted 12-18 month lock-ins [1], customer satisfaction across the market has decreased, and in particular very significant numbers of "free" broadband customers are unhappy with their broadband service, even though they're not paying anything (extra) for broadband.

What a surprise. Not.
Posted by pigfister over 10 years ago
all the up to 8 meg services have you by the balls as any speed over 400mbps is a acceptable lv so they can just throttle you to a 512 connection a legally get away with it!
Posted by amips over 10 years ago
Why-o-why do people sign up for these 12 or 18 month contracts when you have good cheap bb service from f2s on a rolling MONTHLY contract???
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