• Latest

Broadband speed and service are key complaints, says Broadband Genie

27 January, 2009
China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

China Liberal Education Holdings Limited Starts Higher Volume Production and Expands Domestic Sales Channels of All-in-one Machine AI-Space

19 December, 2020
Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

Bell connecting Canadians at home for the holidays with free TV programming and no extra usage fees on residential Internet

18 December, 2020
TEMSA: Bus exports to be delivered to the heart of the European Union

TEMSA: Bus exports to be delivered to the heart of the European Union

18 December, 2020
EU tries to reshape the rules of the Internet

EU tries to reshape the rules of the Internet

17 December, 2020
Matterport Brings 3D Capture to the iPhone

Matterport Brings 3D Capture to the iPhone

5 May, 2020
NASA Administrator Statement on Agency Coronavirus Status

NASA Administrator Statement on Agency Coronavirus Status

15 March, 2020
Technology Supports Social Distancing in age of Covid-19

Technology Supports Social Distancing in age of Covid-19

15 March, 2020
Second Staff Exchange Between EU CyberSecurity Organizations

Second Staff Exchange Between EU CyberSecurity Organizations

19 February, 2020
Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

Iranian Professor on the Iran-US escalation: “Iranians expected to hear a clear and steadfast condemnation from Turkish authorities over Soleimani’s death”

16 February, 2020
Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

Badly Trained Spam – Only A Quarter of Brits Train their Spam Filter

6 February, 2020
Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

Year 2020: What is the Status of 5G Rollout Worldwide and Turkey

31 January, 2020
Turkish Competition Authority’s Android Decision

Turkish Competition Authority’s Android Decision

18 December, 2019
  • About Us
  • Contact Us
  • Homepage
  • Latest News
  • News Widget
  • Privacy Policy
Friday, August 19, 2022
Social icon element need JNews Essential plugin to be activated.
  • Login
  • Register
Globaltelconews
Advertisement
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy
No Result
View All Result
Globaltelconews
No Result
View All Result

Broadband speed and service are key complaints, says Broadband Genie

globaltelconews-admin by globaltelconews-admin
27 January, 2009
in English
0

The most common causes for broadband dissatisfaction are speed and customer service, according to research carried out by broadband comparison website Broadband Genie. The results throw up some interesting differences when compared to Ofcom’s recent research into broadband speed and satisfaction.

Ofcom’s report found that speed of connection (30 per cent), unreliability of connection (27 per cent) and cost (14 per cent) made up more than 70 per cent of the main reasons for customer dissatisfaction with their ISP. Customer service being unhelpful made up just six per cent of the overall total of main reasons.

However, the most common causes for comment at www.broadbandgenie.co.uk were connection speed and customer service being unhelpful, with 37 per cent of respondents remarking on each one within their feedback to the site during this period. Of these remarks, there were three times as many complaints as positive comments. The same ratio applied to comments on connection reliability (75 per cent of comments received were negative), although the amount of consumers commenting on reliability was just 20 per cent. Value for money was a smaller consideration for customers, with just six per cent making a remark about their ISP. Of these though, all were negative.

From feedback supplied by 100 consumers on fixed-line broadband:

Comments, Reason given (positive, negative)

37, Speed (9, 28)
37, Customer service (7, 30)
20, Reliability of connection (5, 15)
14, Technical support (2, 12)
07, Cost of calling customer service (0, 7)
06, Value for money (0, 6)

Commenting on the results, Broadband Genie editor Chris Marling said:

“I was surprised to see customer service rank so low in Ofcom’s results for main reasons of customer dissatisfaction. In our experience, reading both positive and negative comments left on our broadband comparison website by consumers, good customer service can make or break the customer experience. Whether a customer is dissatisfied with an ISP’s connection speed, reliability or perceived value for money, a skilled customer service representative can calm the situation and often resolve – or at least adequately explain – a situation.”

The conclusion of Broadband Genie’s research would seem to be backed by analysts. In its recent survey of 500 broadband “decision makers”, Strategy Analytics found customer support to be the biggest complaint. Strategy Analytics’ Ben Piper commented to Broadband Genie:

“As the UK market matures and competition intensifies, the strategy will shift from attracting ‘new connects’ to one of customer retention. Customer and technical support are key areas of differentiation.”

Marling agreed, adding:

“Fixed-line broadband is reaching saturation point in the UK and faces increasing threats to its marketing share from mobile broadband technologies. Forecasts indicate that while the average spend per broadband user will go up, the total number of users will go down. This means churn will become increasingly important and as speeds improve, reliability strengthens and costs fall, customer service will become a key battleground in ISPs retaining customer numbers.”

Analysts at Analysys Mason told Broadband Genie its fixed-line broadband individual end-user spend forecasts show very slight overall growth in UK between 2008 and 2014, but overall the total number of fixed-line customers is sharply negative.

Ofcom declined to comment.

Broadband Genie analysed data from customer feedback gathered during the same period as Ofcom’s speed tests (October to November 2008), focusing on both positive and negative reactions to varying aspects of their broadband experience. As with Ofcom’s results, the analysis was carried out across a broad range of ISPs and results of individual providers have not been released. Comments could be made about any number of subjects, rather than just the main one, and could be both positive and negative.

Previous Post

Contract workers offer staffing solution in an unpredictable market

Next Post

Global Game Jam Starts January 30

Next Post

Global Game Jam Starts January 30

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Navigation

  • Authors
  • Author Login
  • Author Application
  • Advertisement
  • About Us
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
Social icon element need JNews Essential plugin to be activated.

© 2018 Globaltelconews.com

No Result
View All Result
  • IT
  • Telecom
  • Mobile
  • e-Commerce
  • Fintech
  • Security
  • New Tech
  • About
    • About Us
    • Contact Us
    • Privacy Policy

© 2018 Globaltelconews.com

Welcome Back!

Login to your account below

Forgotten Password? Sign Up

Create New Account!

Fill the forms below to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In