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Nearly one in three broadband customers are dissatisfied with the customer service staff at their provider, a new poll has found.

According to a survey of readers, 16.3 per cent said they were not happy and a further 16.3 per cent said they were very unhappy with the customer service staff at their broadband provider.

However, 36.5 per cent stated that they were happy with the service they received, while 24.4 per cent went as far as saying they were very happy.   Interestingly, the survey revealed that most broadband customers choose to get in touch with their provider via the phone.

Some 49.3 per cent favoured this option, while 33.1 per cent use the online chat facility.

In addition, 15.2 per cent said they email their broadband provider if they need to get in touch.

The survey also showed that 42.2 per cent of respondents have contacted their broadband provider just once or not at all in the last year.

Some 21.3 per cent of those polled said they have got in touch twice during this time, while 20.7 per cent have contacted their provider at least five times in the last 12 months.

Commenting on the findings, said: "Broadly speaking, 60.5 per cent of respondents said they were satisfied with the quality of their provider's customer service and support staff, although there’s still some room for improvement.

"In particular, providers would do well to ensure that they have a functional online chat system and they should endeavour to keep call waiting times to a minimum, particularly if the call is charged."


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