More than half of European consumer broadband subscribers are dissatisfied with the customer service they receive from operators, a survey has claimed.
Two-thirds feel that customer service would improve if they were given the opportunity to receive high-speed data, voice over IP (VoIP) and video delivery from a single service provider rather than ordering the same services from multiple providers.
The survey of broadband customers in the UK, Germany, France, Belgium, Italy, Portugal, Spain and the Netherlands, commissioned by SupportSoft, found that the additional services customers wanted included home networking, VoIP and video on demand.
In contrast, gaming and music services had less appeal, suggesting that users want the basics to complement their broadband connection rather than more content-driven services, the survey said.
"This survey shows that while many European broadband users are dissatisfied with customer service, triple-play bundling provides a unique opportunity for service providers to improve satisfaction levels and increase revenues at the same time," said Chris Grejtak, senior vice president of products and marketing at SupportSoft.
A fifth of Spaniards surveyed said that calling their service provider's broadband customer service department when they have a problem was "like a trip to hell and back".
Belgians were found to enjoy the best broadband experience, with 16 per cent of respondents saying that dealing with their broadband provider was like "getting advice from a trusted friend".
This compares to the rest of Europe, in which only 38 per cent said customer service from their broadband provider was better than from other companies.
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