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Customer Service Awards 2009
Sunday 27 December 2009 05:59:48 by Sebastien Lahtinen

This year, we have seen a lot of discussion about broadband services, with speed and availability of broadband being the subject of extensive media coverage. The broadband market is quite mature and the focus for customer service is somewhat shifting from teething problems with new products, to troubleshooting more complicated problems associated with delivering super fast broadband services to the farthest of places.

TBB Awards 2009 Logo O2 Be Unlimited PlusNet

Customer service is a crucial part of any broadband service, and today we take a step away from the speed race, and look at how well broadband service providers are performing in supporting their customers.

We analysed the customer service ratings submitted by all our users from the beginning of 2009 to mid-December and the results show clearly that some ISPs continue to fare far better than others, as the rankings have not changed drastically since last year.

O2 Broadband (large ISP)
AAISP (niche ISP)
BE Unlimited (large ISP)
Zen Internet (niche ISP)
2nd Runner-up:
PlusNet (large ISP)
IDNet (niche ISP)

We have not included mobile broadband providers in these ratings as only some have sufficient results to be included, and we feel that mobile operators should be judged against each other due to the very different service offering they provide. Overall, broadband service providers (including mobile broadband providers) performed better with the average customer service score rising from 46% to 50% and reliability from 54% to 56%.

Full Results: Large ISPs

O2 Broadband retained its top spot within the Large ISP category which covers the top-10 broadband providers by size (based on number of ratings) with BE Unlimited and PlusNet in second and third positions as in 2008.

ISP Customer Service Reliability
O2 Broadband 75% (18,182) 68% (19,515)
BE Unlimited 71% (6,651) 69% (7,359)
PlusNet 66% (9,723) 66% (10,682)
Sky Broadband 51% (22,772) 59% (24,651)
Virgin Media 48% (55,664) 57% (59,105)
TalkTalk 45% (19,753) 50% (21,419)
BT Broadband 42% (49,295) 52% (53,231)
Tiscali 36% (17,011) 48% (18,756)
AOL 36% (13,189) 41% (13,978)
Orange 34% (16,820) 43% (18,109)

Virgin Media has impressed customers with their customer service score rising from 44 to 48%, but the most notable increase was TalkTalk which increased from 39 to 45% in one year indicating a significant improvement. O2 and BE certainly still dominate the top with a significant lead.

"We launched O2 Home Broadband with a commitment to offer a top quality service for our customers and coming top of the thinkbroadband customer service award for the second year running is a great endorsement of that. The fact that our other ISP, BE Broadband, has come a close second again shows we are committed to our customers across both our businesses. We’re very proud that our customers are pleased with our broadband customer service and we will continue to focus on this in 2010."

Felix Geyr (Head of Home and Broadband), Telefonica O2 UK

Full Results: Niche Providers

Within the Niche ISP category, Andrews & Arnold (commonly known as AAISP) is a new entrant in the top position having achieved sufficient ratings to be included, with Zen Internet and IDNet in second and third position.

ISP Customer Service Reliability
AAISP 89% (1,018) 82% (1,043)
Zen Internet 86% (5,024) 85% (5,507)
IDNet 86% (1,919) 80% (2,024)
NewNet 82% (1,218) 83% (1,380)
Eclipse 64% (3,494) 65% (3,894)
UK Online 64% (1,077) 63% (1,198)
Entanet 62% (3,540) 62% (3,786)
Madasafish 62% (1,630) 65% (1,755)
F2S 54% (2,433) 58% (2,978)
Nildram 54% (2,594) 58% (2,873)
Karoo 49% (921) 51% (971)
Demon 43% (4,066) 54% (4,567)
Pipex 34% (3,895) 53% (4,475)

"We are very pleased to score so highly in the thinkbroadband survey and will strive to improve our score next year. We have founded our business on transparency between ourselves and our users and it is rewarding to see they have rated us so highly"

Adrian Kennard (director), AAISP

Don't forget, you can rate your broadband provider if you're logged in and have defined connections, or you can do so without logging in, by carrying our a speed test first.


Posted by chrysalis over 7 years ago
zen and BE very close in numbers it seems, why is BE a large isp and zen a niche isp?
Posted by baby_frogmella over 7 years ago
Now only if could rate my excellent Enta L2TP ISP on TBB...errrrrr maybe thats not such a good idea after all what with all the freeloaders hanging around :)
Posted by seb (Favicon staff member) over 7 years ago
@chrysalis - We went with the top ten for large ISPs. BE also had significantly more last year. We dropped pipex from the large ISP group but we had to draw the line somewhere. Zen is closer to Demon/Pipex than BE. We did think about three categories but we weren't sure that was going to really be a good idea.
Posted by seb (Favicon staff member) over 7 years ago
@baby_frogmella - We are adding more ISPs soon so this will probably change for next year's results :)
Posted by _TRIaXOR_ over 7 years ago
and BE wins the Ugliest Web Portal Award :D :P
Posted by otester over 7 years ago
I have noticed TT's support is pretty good.

Got through reasonably quickly and they solved my line problems quickly and scheduled a Openwretch engineer to come round and got back to me with a date/time.
Posted by Fixer109 over 7 years ago
Over the past I've downgraded my ISP (Sky) for their waiting times (sometimes up to an hour)but in the past couple of weeks I've had to contact various departments and once through the automated service I've actually spoken to a human being within 30secs. Power to their elbow.
Posted by herdwick over 7 years ago
Is Be in the top 10 ISPs by size ? I think not. Number of ratings is a dodgy basis as it's self selecting.
Posted by RTPeat over 7 years ago
Interesting to note that if you combine the two categories, four of the niche providers beat the large providers by a clear margin.
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