BT finishes last in broadband satisfaction survey
A survey carried out by Which? shows that BT is performing poorly when it comes to customer satisfaction with its broadband services; in fact, this large corporation had a customer satisfaction score of less than 50%, which placed it at the bottom of the table. The survey clearly showed that customers are turning more and more to smaller providers.
The survey, which was carried out in December and January, gathered results from more than 1,750 users of broadband services and clearly showed that some of the larger broadband providers are not making their customers happy. TalkTalk and Sky completed the bottom three.
The survey looked at a number of different criteria, including clarity of bills, how easy the service is to set up, the speed of the broadband received, whether the service is value for money, and how easy it is to get in touch with the provider when needed. The providers were also assessed on the quality of their technical support and their customer services. The scores were then combined to give an overall satisfaction rating.
Which? is currently campaigning for broadband providers to do something about the quality of their service. At the present time a provider only has to provide the advertised speeds to 10% of its customers.
It is currently the smaller providers, such as Synergy Mobile, that are achieving the highest levels of customer satisfaction and leaving their larger rivals trailing behind.