Tiscali tops customer satisfaction survey
/v3-uk/news/2011861/tiscali-tops-customer-satisfaction-survey
07 Dec 2007, Ian Williams , V3
Tiscali is ranked highest in overall customer satisfaction among eight of the leading broadband ISPs in the UK, a survey has found.
The ISP emerged victorious in the third annual Broadband ISP Satisfaction Study by consumer analyst firm JD Power and Associates.
Tiscali jumped into the top spot from third position last year with a score of 668 points out of 1,000. Virgin Media came second with 660, and Sky came third with 657.
This year's results were close run, with only 42 index points separating the highest and lowest scoring providers.
However, satisfaction levels have fallen by nine points to an average of 645 as many providers performed below average in customer service/technical support, and performance and reliability.
"The 2007 study found that call waiting times when customers contact their ISP rose to an average of 17 minutes before initially speaking with a representative," said Caspar Tearle, director of service industries research at JD Power.
"Complaints to customer service departments have risen again in 2007, and now outnumber customer service-related questions for the first time (52 per cent vs. 48 per cent).
"With customers of most suppliers paying from their own pocket for these calls, these high levels of complaints come as no surprise."
This decline may be attributed to increasing financial pressures on providers as broadband customers now spend an average of £21.10 per month, down from £25.91 in 2006.
Furthermore, the average broadband speed has increased nearly 40 per cent to 4.87Mbps, up from 3.5Mbps in 2006, but service disruptions have also increased slightly.
Some commentators have contested the results, pointing out that Tiscali consistently fares poorly on broadband comparison sites such as ISPreview and ThinkBroadband, and highlighting email outages earlier in the year.
Do you agree?
You MUST be joking !!
I have been with Tiscali for some years and "converted" to Broadband a couple of years ago, in November 2007 I decided to take up their offer of broadband & phone (inc line rental). Since then I have had billing problems, slow broadband speed and when I have tried to complain can get no sensible response by phone or email and letters sent to Customer Care at their Milton Keynes office have remained un answered...now they have deleted one of my email accounts and lost my 3 or 4 years of data!!!....if they won the survey, they must have got all thier staff to vote, not customers...see other sites for adverse comments as well
Posted by Jon Doe, 21 Feb 2008
Tiscali tops satisfaction ratings
Can't see how I've been waiting months for a simple up to 8mb upgrade. Tiscali can not be bother to even honour my numerous request with a response.
Not to mention 3 days down time in February with no communication to alleviate customer concerns, I wasted hours trying to diagnose my system for errors.
Utterly Useless, I?m looking elsewhere
Posted by Steve Goodwin, 05 Mar 2008
COMMENTS DO NOT GO FAR ENOUGH
The comments below do not do justice to the sheer incompetence of Tiscali and their CEO, Ms. M. Turner.
I currently have two court actions against them for mis-management of both my Broadband and Calls packages.
In my opinion, their staff are lazy, unhelpful, lyers who do not deserve to hold on to their jobs. There is not room here to list all of Tiscali's faults, but they are immense, and how you can produce a survey showing customer satisfaction makes me question the validity of the results.
PLEASE, AVOID TISCALI LIKE THE PLAGUE. USE PLUSNET FOR BROADBAND AND BT FOR CALLS PACKAGES
Posted by Martin Read, 11 Feb 2009