Broadband Customer Service Awards TalkTalk Broadband & Virgin Broadband’s Score Rises
Speed and availability of broadband service has been extensively discussed this year and with the growth of broadband comes more complicated problems associated with delivering super fast broadband services to the farthest places.
Customer service has become crucial in the race for better broadband service, so today we are looking at how well broadband service providers are supporting their customers.
Customer service ratings submitted by our users were analysed from the start of 2009 to mid-December. This clearly revealed some ISPs fare much better than others, but the rankings have not changed that much since last year.
The winner is O2 Broadband with the runner-up being BE Unlimited. Second runner-up is PlusNet.
Mobile broadband providers have not been included in these ratings and they offer a different service. 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%.
O2 Broadband still has the top spot with a 75% customer service reliability. BE Unlimited is at 71% and PlusNet at 66%. Orange was last at 34%.
Virgin Media’s customer service score is impressive with a rise from 44 to 48%. However, the most notable increase was TalkTalk which increased from 39 to 45% in one year.
“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,” – said Felix Geyr, Head of Home and Broadband at Telefonica O2 UK.