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Orange gets bitten by Watchdog

At 8pm Wednesday 21st March the eagerly expected results from the BBC Watchdog report were televised. Watchdog specifies that this is not a statistical summary of the whole population’s views but a snapshot from the 50,000 people who voted. It is important to know that this does not represent either BBC’s or Watchdogs views on any of the companies or their current performance. You can see the full report on their website.

For the purposes of the survey Virgin.net, NTL and Telewest are treated as separate entities due to their merger being so recent.

The survey was undertaken with customers voting on 5 areas: customer service, ease of set-up, cancellation, value for money, and reliability of service. Users were then asked to rate their current provider on a scale of 1 – 4; 1 = Extremely dissatisfied, 2= dissatisfied, 3= satisfied, 4= extremely satisfied.

Results from BBC Watchdog Internet Survey

Proportional Satisfaction Ranking*
1. Global 95%
2. Waitrose 94%
3. Zen 93%
4. Madasafish 91%
5. Metronet 90%
6. Nildram 86%
7. Telewest 85%
8. Freedom2Surf 82%
9. Tesco 80%
10. Demon 77%
11. Eclipse 76%
12. Virgin 74%
13. NTL 73%
14. Supanet 72%
15. Plusnet 70%
16. UKOnline 70%
17. AOLEurope 69%
18. Force 9 69%
19. One.Tel 66%
20. BT 64%
21. Homecall 62%
22. Pipex 59%
23. Tiscali 53%
24. ToucanSurf 52%
25. Sky 49%
26. TalkTalk 47%
27. Orange 42%
28. Bulldog 37%
29. Biscit 23%
The Best Broadband Providers
1. BT 18,862
2. Virgin 17,881
3. AOL Europe 16,977
4. Tiscali 11,973
5. TalkTalk 10,802
6. NTL 10,399
7. Orange 9,036
8. Telewest 8,062
9. Sky 6,202
10. Pipex 5,772
11. Plusnet 5,014
12. Zen 4,742
13. Eclipse 2,781
14. Demon 2,515
15. Tesco 2,216
16. Freedom2Surf 2,160
17. Madasafish 2,031
18. Nildram 1,619
19. Waitrose 1,308
20. Bulldog 1,162
21. Supanet 1,131
22. UK_Online 987
23. ToucanSurf 895
24. One.Tel 585
25. Homecall 528
26. Force 9 518
27. Metronet 426
28. Biscit 258
29. Global 166

* These results show the amount of users who were satisfied (3) or extremely satisfied (4) as a percentage of total votes.

These results were taken from the sum of 3s and 4s from the five categories, to show the companies that customers are generally most happy with.

Proportional Disatisfaction Providers*
1. Biscit 77%
2. Bulldog 63%
3. Orange 58%
4. TalkTalk 53%
5. Sky 51%
6. ToucanSurf 48%
7. Tiscali 47%
8. Pipex 41%
9. Homecall 38%
10. BT 36%
11. One_Tel 34%
12= AOL_Europe 31%
12= Force 9 31%
14= Plusnet 30%
14= UK_Online 30%
16. Supanet 28%
17. NTL 27%
18. Virgin 26%
19. Eclipse 24%
20. Demon 23%
21. Tesco 20%
22. Freedom2Surf 18%
23. Telewest 15%
24. Nildram 14%
25. Metronet 10%
26. Madasafish 9%
27. Zen 7%
28. Waitrose 6%
29. Global 5%

The Worst Broadband Providers
1. Orange 12,313
2. TalkTalk 11,944
3. BT 10,669
4. Tiscali 10,412
5. AOL Europe 7,500
6. Sky 6,525
7. Virgin 6,306
8. Pipex 4,083
9. NTL 3,753
10. Plusnet 2,109
11. Bulldog 1985
12. Telewest 1373
13. Biscit 883
14. Eclipse 869
15. ToucanSurf 811
16. Demon 738
17. Tesco 555
18. Freedom2Surf 469
19. UK_Online 432
20. Supanet 431
21. Zen 371
22. Homecall 326
23. One.Tel 305
24. Force 9 229
25. Nildram 256
26. Madasafish 190
27. Waitrose 80
28. Metronet 47
29. Global 8

* These results show the amount of users who were dissatisfied (2) and extremely dissatisfied (1) as a percentage of total votes.

These results were taken from the sum of 1s and 2s from the five categories, to show the companies that customers are generally most unhappy with.

On Watchdog itself, it was Orange who suffered the most having more dissatisfied customers than anyone else. However these results can not be conclusive as BT has the most satisfied customers but also the third highest dissatisfied. The smaller companies such as Global, Waitrose (Madasafish) and Zen performed very well although they do not have the same level of customers as the larger players.

Overall it is fairly inconclusive evidence, although Biscit’s customers will hardly be surprised by the results.

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