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15 Dec 2005
Telewest ranks highest in overall satisfaction among six of the UK's leading broadband ISPs, according to research by J. D. Power and Associates.
The 2005 UK Residential Broadband ISP Satisfaction Study used a range of criteria including performance and reliability, customer service/technical support, and billing. Telewest ranked highest overall with an index score of 729 points (on a 1,000-point scale).
America Online came second with 710 points, performing particularly well in image, email services and offerings/promotions. Wanadoo ranked third with a score of 709 points, receiving favourable ratings from customers in billing. Tiscali came fourth.
The report examined seven factors reflecting what is most important to ISP customers: performance and reliability (34 per cent), customer service/technical support (14 per cent), billing (12 per cent), image (12 per cent), cost of service (10 per cent), email services (10 per cent), and offerings and promotions (8 per cent).
Gunda Lapski, director of European telecoms research at J. D. Power, said: " For the first time in the UK, broadband has overtaken dial-up as the most popular type of internet connection.
"As the popularity of broadband increases and prices continue to tumble, the competition to attract and keep customers is ever more rife."
Not surprisingly cost is a key factor behind brand loyalty. The study found that 91 per cent of customers who are considering switching say that price is a critical factor that would trigger their decision. Reliability of service (89 per cent) is the second most critical factor.
On average, broadband users spend about 20 hours per week online. The most popular activities include buying products or services, looking at maps/finding directions, online banking, booking travel and listening to live radio/music. Fewer than 10 per cent of broadband users use VoIP services.
Although J. D. Power has not detailed the ISP with the worst overall rating, it looks likely to be either NTL or BT.
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Do you agree?
SWINGS AND ROUNDABOUTS!
I HAVE USED SEVERAL UK ISP'S AND CAN SAY THAT FOR ME BT WAS BY FAR THE WORST WHEN IT CAME TO ATTITUDE OF STAFF FOR HELP, AND IN TERMS OF RELIABILTY, I FOUND IT SADLY LACKING WITH A WIDE RANGE OF EXCUSES GIVEN FOR LACK OF RELIABILTY AND CONSTANT DROPPING OF CONNECTION. NTL WAS BAD FOR ME, HOWEVER SINCE BEING WITH TELEWEST I HAVE HAD NO PROBLEMS AND SEEM TO FIND PEOPLE ON THE PHONE IF I CALL TO MAKE CHANGES OR TO ASK ADVISE. MANY OTHER ISP'S I HAVE USED SEEMED TO BE ROBOTS AND ONLY INTERESTED AT PUSHING THE MOST EXPENSIVE SERVICE.
Posted by: MOH AHKTAR 17 Dec 2005
No one asked me
Not the Telewest I've been told about obviously! Strange how these surveys are done, JD Power never asked me. I'm with BT, 100% uptime, who needs worry about anything else?
Posted by: Robin 15 Dec 2005