15 January 2007
Broadband suppliers are still not doing enough to improve their customer services, leaving consumers frustrated, angry and often out of pocket, according to a recent survey in the Observer.
As part of its Cash section, which looks at personal finance and consumer money issues, the Observer launched its Why Are We Waiting? campaign to put pressure on companies that "promote a service, only to consistently fail to deliver it to their customers".
Its survey found that TalkTalk was the worst performing supplier, with its failure to connect people to the service at all and a loss of service for those who have been connected when their line is upgraded being cited as its two main problems.
In a statement, the company told the paper: "Since the launch, we have tripled the number of our customer service advisers to more than 3,000 and our customer service levels are as good as any in the industry.
"New customers joining TalkTalk can expect their broadband and phone line to be active within five weeks of application. We intend to become just as clear a leader in customer service as we are in the customer offer."
Customer service is playing an increasingly important role in how consumers choose their broadband provider, with some admitting that they would be prepared to pay more if it meant they would receive good quality technical and billing support.
© 2008 Adfero Ltd
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