After the BBC Watchdog report on Wednesday 21st March was published, three of Brightview’s ISPs (Global, Waitrose and Madasafish) appeared in the top 4 of the proportional satisfaction survey.
Global appeared at the top with 95% satisfaction, with Waitrose and Madasafish placed second and forth respectively both with satisfaction levels over 90%.
What has disappointed Brightview the most was that BBC Watchdog overlooked these companies for being too small and chose to focus more on BT who had the most positive votes. Brightview feel that Watchdog failed to mention that BT also received the third highest amount of dissatisfied customers on the poll.
Brightview say that this only shows that BT is one of the biggest providers and not the best. BT actually appeared a lowly 20th out of 29 in the proportional satisfaction ratings.
David Laurie, Brightviews CEO, said “Basing the programme’s results on volume of voters was the supreme example of the BBC’s ineptitude at managing a very important survey on broadband providers. As Britain’s leading consumer affairs programme, it is Watchdog’s duty to inform the consumer, but by telling viewers that the “best” provider of broadband also features as one of the worst, it only confused the issue and failed to make use of some valuable consumer data. The BBC’s ridiculous handling of the survey did nothing to reflect customer opinion, and misled consumers into believing that a provider which achieved a customer satisfaction significantly below average is the best.”
Laurie continues to say that Brightview are encouraged by Watchdogs efforts to help Broadband customers, by stating the high levels of customer dissatisfaction. However the true results show that their three ISPs are some of the best in the country, as they are primarily based on customer satisfaction and not market share. A fact overlooked by watchdog, as was the case with so many other smaller providers. Laurie states “The BBC has made a mockery of its own survey and denied viewers the most important information gathered”
Madasafish, Global and Waitrose are consistently voted amongst the best broadband providers by customers and independent broadband comparison sites.