Dissatisfaction with customer service growing at largest ISPs

[Rik]

The BBC is reporting that more broadband customers are unhappy with the service they receive from their ISPs.

"A survey looking at UK broadband services has revealed a downturn in customer satisfaction levels.

Customer complaints now outnumber service-related enquiries by 52% to 48%, the study by market research firm JD Power found."

The rankings were interesting:

Tiscali - 668 out of 1,000
Virgin Media - 660
Sky - 657
AOL - 646
Orange - 636
Pipex - 634
Talk Talk - 630
BT - 626

Of course, IDNet didn't get a mention, but that is probably because it would have spoilt their graph, standing so far above the masses reported on.

[Noreen]

I just can't believe that Tiscali came top! 

[Rik]

Me neither, Noreen, though it was top of a rather pitiful bunch. I've got IDNet down for 990, how about you?

[cavillas]

The rankings were interesting:

Tiscali - 668 out of 1,000
Virgin Media - 660
Sky - 657
AOL - 646
Orange - 636
Pipex - 634
Talk Talk - 630
BT - 626

Is that the number of complaints per thousand, which would seem about right, then Tiscali would be top. .  Then IDNEt would be  0 out of 1000 

It looks like 2/3 of these customers are dissatisfied with their ISP.  perhaps it's because the CS and Support are not UK based and cannot understand English language idiomatic speech very well, or any speech very well.

[Rik]

The way I read the story, Alf, that was marks out of 1,000 for customer satisfaction.

[Inactive]

At ISP Review Site, Tiscali seems to get more complaints than all others put together.

[Rik]

I'm surprised by the Tiscali placing, In. Personally it would be at the top of my 'avoid at all costs' list, but the story does seem to be saying the score reflects satisfaction, "Average satisfaction levels, judged largely on reliability of service, have fallen by nine points to an average of 645."

[Inactive]

Of course it could well be that the average Tiscali Customer was unable to understand the question.

[Rik]

 

I did miss you while you were away.

[Gary]

And Orange customers were just happy that someone wanted to talk to them at all

[Rik]

You're getting cynical, Gary.

[Inactive]

What really surprises me with Orange is that, as a mobile operator, they are fairly average, yet as a BB supplier they are useless, not sure why they ever bothered with BB.

[Rik]

I understand what you're saying, In. Orange have been reasonable as a mobile operator over the decade I've been with them (they used to be excellent, but have declined of late, imo). The only thing I can think is that the original Hutchinson ethos set the tone for CS on the mobile side, but wasn't there on the broadband side? Having been a customer of Wanadoo (we're all entitled to one mistake!), I know just how frustrated I got.

[Gary]

You're getting cynical, Gary.

Me? Surely not Rik 

[Inactive]

I understand what you're saying, In. Orange have been reasonable as a mobile operator over the decade I've been with them (they used to be excellent, but have declined of late, imo).

I agree, I have used Orange on PAYG for years, but I have also found that their service has got slowly worse, have now changed over to Virgin, not perfect, but better than Orange.

[Gary]

Think they are trying to bet better now, they are more competitive with their price plans, I have a Sim only contract, 30days rolling notice, you just don't get a phone, and I'm fine with that I like mine  and I get unlimited texts and 600 mins of calls for £25, and you can change that monthly to another plan, also I have had automated calls from Orange asking me to grade their customer service after contacting them, so maybe there is hope, in the beginning they were the best out there, how times change, but for BB they just suck that simple. I reckon O2's offering into the BB market with their purchase of be.com might do well, they offer where the exchange has their equipment in speeds of up to 24mbps, our exchange has their LLU's, I have a friend across the road with them , I must see what speed she gets.

[cavillas]

The way I read the story, Alf, that was marks out of 1,000 for customer satisfaction.

I like my interpretation, it seems more accurate.

[Gary]

I like my interpretation, it seems more accurate.

I have to agree with you 

[Rik]

In which case, I award IDNet 10 points.

[john]

And Orange customers were just happy that someone wanted to talk to them at all

They'd be even happier if they could talk back 

[Rik]

I wrote a program called TalkBack once. 

[Gary]

They'd be even happier if they could talk back 

That does not count as they would not be understood  

[Gary]

I wrote a program called TalkBack once. 

Still running under the code name "Rik" I see 

[Rik]

 

[Gary]

[Lance]

I read this in the paper this morning. I'm glad they don't include IDNet because otherwise they might get a lot of customers stealing our bandwidth

[Rik]

There seem to be a fair few arrivals as it is, Lance.

Here's to more sustained growth for our favourite ISP. 

[cavillas]

Bring 'em on, we love the company and the users. 

[Malc]

That does not count as they would not be understood  

They would if they were Indian

[ducky22]

I have a complaint about IDNet.....


From dialing the number it took 46 seconds for them to upgrade my account last month. That's a ridiculous time to wait........... 

[Rik]

 

[Inactive]

I have a complaint about IDNet.....


From dialing the number it took 46 seconds for them to upgrade my account last month. That's a ridiculous time to wait........... 

They really need to get their act together.

[Lance]

lol

[john]

I may be being fussy here but there may be a chance that any guests who see the list of topics and sees the title of this thread 'Dissatisfaction with customer service growing' may get the wrong idea, if they don't actually bother to read the first post, and may think there is some dissatisfaction with Idnet's customer service. I accept that this scenario is unlikely but it may be worth re-naming the thread if that's possible.

[ducky22]

I may be being fussy here but there may be a chance that any guests who see the list of topics and sees the title of this thread 'Dissatisfaction with customer service growing' may get the wrong idea, if they don't actually bother to read the first post, and may think there is some dissatisfaction with Idnet's customer service. I accept that this scenario is unlikely but it may be worth re-naming the thread if that's possible.

I actually thought that before I read the thread so you certainly have a point.

[Rik]

Fair point - I didn't think of it because I know that members would instantly discount the possibility.

[Noreen]

I find it very strange that this result hasn't been mentioned at all on the Tiscali forum, neither for or against, on ThinkBroadband. 

[Rik]

Are you admitting to reading that forum, Noreen?   

[Noreen]

Yes, gives me laugh. 

[Rik]

I would have thought it would give you a great sense of relief.

[Malc]

I find it very strange that this result hasn't been mentioned at all on the Tiscali forum, neither for or against, on ThinkBroadband. 

Is this "T" word allowed around here

[Noreen]

These results were obtained from Ofcom by a poster at f2support under the Freedom of Information Act, I realise that they are not up-to-date.................

1. Total number of complaints received by Ofcom regarding Tiscali.
2005 = 2,603
2006 = 6,300

2. Number of complaints regarding Tiscali under the heading Internet service bill & contract issues
2005 = 381
2006 = 575

3. Number of complaints regarding Tiscali under the heading Privacy issues – spam emails
2005 = 6
2006 = 11

4. Number of complaints regarding Tiscali under the heading Customer service issues
2005 = 193
2006 = 455

5. Number of complaints regarding Tiscali under the heading Problems switching between ISPs
2005 = 476
2006 = 3,338

6. Number of complaints regarding Tiscali under the heading Quality of internet service – e.g. speed
2005 = 419
2006 = 518
     

[Rik]

It would be interesting to know what percentage of their customer base those figures represent, Noreen - and, of course, those figures don't include complaints which were handled internally...

[Noreen]

I don't know, Rik. However I just can't reconcile these results with the survey results bearing in mind, as you say, that these are the complaints that have been passed on to Ofcom presumably because they couldn't be sorted out internally. 

[Rik]

The way I read the original report, Noreen, the survey scores were just that, not counts as such. It just goes to prove that such polls follow in the best traditions of statistics, I guess.