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]