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Earthlink tops ISP survey

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Atlanta-base EarthLink has topped a customer satisfaction survey of US ISPs.

According to the JD Power and Associates 2002 Internet Service Provider Residential Customer Satisfaction Study (blimey- that's a bit of a mouthful), Earthlink was ranked number one in the survey for its dial-up service thanks to a high scores for performance and reliability, email and customer service.

Earthlink also shared the top slot among broadband service providers with ISPs Roadrunner and BellSouth.
Last year Roadrunner was ranked as the best broadband ISP.

However, while the study found that overall satisfaction of dial-up subscribers has risen in 2002, JD Power claims that satisfaction among broadband subscribers is "down significantly".

In fact, the problem is so bad more and more users are looking to switch broadband providers.

Although price is one reason for the churn, it seems that other factors such as performance, reliability and customer service are more important.

Said Steve Kirkeby of JD Power: "To avoid losing these disillusioned newcomers, high-speed providers need to re-examine what they're offering their customers beyond a fast connection and navigation speed and take into account all the specific factors underlying the overall customer satisfaction experience."

Elsewhere, EarthLink yesterday announced that it is to introduce a new feature which lets its subscribers block pop-up ads.

The ISP reckons its "Pop-Up Blocker" will prove popular with punters ®

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