According to data taken from almost 5,000 people, the smaller ISPs are performing better, with the likes of Be Broadband, Eclipse and Namesco averaging 9 out of 10 for customer satisfaction. These scores are based on reliability, speed, billing, technical service and customer satisfaction.
Those who fell short on the customer satisfaction were the larger, household name companies, such as Sky and Talk Talk who averaged just 4 out of 10.
Many people feel this is due to the larger companies pushing for more new customers whilst being unable to cope with the demand for free broadband, a drawback from such successful advertising. The smaller companies with less advertising budget, are spending more resources on customer retention. Hence their success in the customer satisfaction averages.
The larger players are under so much pressure to recruit new customers and increase market share that they are unable to cope with demand. As such, some customers are having to wait weeks before being connected and in some cases having to wait almost a year before being provided with a service.
As a result of this service almost a third of customers have switched broadband provider. This hopefully should make the big guns stand up and make a difference as more and more people are looking for a good quality service and not just price.
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