Zen Internet have come out top in the Which? magazine's annual awards for Customer Satisfaction, picking up five stars for reliability and connection speed, with 4 stars for customer service. The company only achieved three stars in value due their higher pricing but, it is likely this higher pricing that has lead to them to be able to achieve the good ratings. Zen have topped Which's Customer Satisfaction category for 6 years in a row now based on a survey of nearly 10,000 magazine readers.
Second and third place were taken by O2 and Be Broadband respectively who although are both part of Telefonica, offer different products and separate customer support. O2 were ranked far higher than other similar large providers such as BT or Orange.
"With an overall Which? customer score of 88%, Zen truly deserves its Recommended Broadband Provider status. Zen has been among our top broadband performers since 2005, and this time round received top marks (five stars) for connection reliability and speed, falling down only on value for money, for which it got three stars."Which? Statement
The full Customer Satisfaction ratings (courtesy of ISP Review) are below and we have added the ratings and positions for last year so users can see the improvements.
|2011 Position||2011 Rating||ISP||2010 Position||2010 Rating||Position Change|
|17||36%||Karoo ( KC )||20||37%||+3|
Interesting of note from the table is the improvement of most ISPs, although this is largely due to some old faces such as Nildram, Freedom2Surf, UKOnline and Pipex no longer being included as they do not sell direct to consumers anymore after Tiscali being purchased by TalkTalk, and UKOnline shutting its doors last month. Madasafish is a little puzzling as the company is now run in collaboration with Plusnet (who performed much better). Not much change was seen at the bottom of the list- TalkTalk has fallen below BT since last year, whilst AOL, Orange, and Karoo continue to perform badly. AOL actually got 3% less than last year, but rose in the satisfaction tables due to the removal of the previously mentioned ISPs.