Broadband complaints soar in the UK
Thursday 06 December 2007
Market research firm JD Power has revealed results from a survey looking at broadband services in the UK. The survey, which has now been taking annual results for three years, showed that customer complaints now outnumber service-related enquiries by 52% to 48%. Call waiting times are the biggest annoyance with customers having to wait an average of 17 minutes to get any technical help from their support line.
Tiscali came on top as the most favourable broadband service, scoring 668 out of a possible 1,000 with
BT slumping at 626 out of 1,000.
Commenting on the trends Caspar Tearle, director of service industries research at JD Power said: "Last year broadband was still a novelty and people were wowed by how much faster it was than dial-up...This year everyone expects it to be fast and get angrier when it doesn't work."
Despite the finds on poor customer service the survey by JD Power also found that the average amount people paid for their broadband has fallen from £21 a month from £26 in 2006.
JD Power and Associates ranked the broadband providers on a 1,000 scale. The results were as follows:
Tiscali (668);
Virgin Media (660);
Sky (657);
AOL (646); Industry Average (645);
Orange (636);
Pipex (634);
Talk Talk (630);
BT (626).
