November 2016
Featured in this insight: IT & telecommunications
Survey finds smaller broadband providers give the best customer service: A recent customer satisfaction survey has revealed that smaller broadband providers in the United Kingdom are being rated ahead of the big players in the industry for the quality of their customer service.
The customer satisfaction survey revealed that those who were customers of SSE - which only entered the broadband market in 2014, after being best known for being a ‘big six’ energy supplier – were the most satisfied with their customer service. SSE was given a customer satisfaction score of 7.94 out of a possible 10, which was the highest score across the board.
In the survey of 6,000 broadband customers, other small providers such as Post Office Broadband and Plusnet were found to have performed well.
The survey findings revealed that the small providers managed to score a higher average than any of the ‘big four’ internet service providers in the survey.
In Ofcom’s Quality of Customer Service report, which was released earlier in the year, Sky was found to have had more success, coming out as the top of the satisfaction levels amongst broadband customers with 80 per cent.
Of the TalkTalk customers in the survey said that they were happy with the broadband customer service they received, whereas BT and Virgin Media scored close to the average of 67 per cent.
Sky was also found to have scored 79 per cent in the landline category and 76 per cent in the pay-TV categories for customer satisfaction.
Within the mobile industry, O2 was found to have the greatest levels of customer satisfaction, with a score of 80 per cent – much higher than the average of 72 per cent amongst mobile networks.
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