Favourite providers named by UK broadband customers

In the latest customer satisfaction survey from a popular broadband information site a record number of more than 10 000 consumers have provided their opinion of the providers of their broadband.

Finding out how users of broadband services viewed their internet providers in term of cost and quality of services was the aim of the survey, which is performed every six months.

The survey for spring 2009 found that the customer support received from providers was unsatisfactory for more than half of broadband users.

As the economic climate hits over half of broadband users are thinking of changing of their current ISP within the next six months.

As well as getting the vote for best overall provider O2 also won all six key satisfaction categories, making it the best ISP.

Compared to the survey taken in 2008 Virgin Media have come out as the ISP that has improved the most overall and has also been won the race for speed with its bundled services, being voted the fastest for bundled package service.

Sky, however, the best ISP for bundled services overall.

For providing users with the best value for money for bundled services the winning ISP was TalkTalk.

A spokesman for the broadband information site said “We were overwhelmed by the responses to our survey, the sheer number of which indicates that broadband is coming under more scrutiny than ever before from consumers. The size of the survey this spring meant that we could confidently report results across a larger number of ISPs and also break out results on bundled services for the first time since these are now such an important part of the market. It’s impressive to see that O2 scored an average of 86% for very/fairly satisfied across all categories. They were streets ahead of the other ISPs who averaged 60%. For bundled packages, Sky took the top position overall but Virgin Media is close on its heels and manages to rank highest for download times with its cable network. Our findings indicate that more than 46% of customers have already switched provider. As competition in the broadband market increases, it’s encouraging to see that consumers now recognise that there are viable alternatives. They can use our Ofcom accredited comparison service and findings from research like this to refine their choice and make the right switching decision with confidence. The key reason for considering switching is overwhelmingly due to the frustration of not receiving the speed performance users have been promised. As underlined in recent Ofcom tests, it’s clear that ISPs fall well-short of adequately managing their customers’ expectations in this respect.”

The spokesman also added “Every time we do our survey we get inundated with customers bemoaning the after sales support they receive. This spring’s survey further underlines this with customer service coming bottom across the board in terms of satisfaction.”