Feeds

Telewest tops JD Power broadband ISP chart

NTL, BT flop

High performance access to file storage

Telewest has topped a list of the UK's six leading broadband ISPs while NTL - the cableco that is currently in the process of buying Telewest - came last in the 2005 UK Residential Broadband Internet Service Providers Satisfaction Study by JD Power and Associates.

According to the survey of some 935 broadband users, Telewest (which has more than 920,000 broadband users) scored well on broadband performance and reliability, customer service/technical support, and billing, beating AOL UK in second place.

Said Telewest spokesman Philip Snalune: "We're over the moon that broadband users have backed this approach in the JD Power survey."

Wanadoo came a close third followed by Tiscali, with all four ISPs scoring "above average" marks for their ovrall performance.

BT came fifth and was clobbered for being too pricey. NTL scored "significantly below the industry average on all factors except cost of the service", said the report.

Despite today's findings, the report also revealed that punters are prepared to switch broadband suppliers to take advantage of new deals and services. And with regulator Ofcom keen to make switching all telecoms providers much easier, ISPs need to ensure that they remain on top of their game to retain customers.

Said Gunda Lapski, director of European telecommunications research at JD Power: "While lower prices may be enticing, we find that the more satisfied customers are, the less likely they are to switch providers.

"A similar correlation is also apparent between switching intent and the likelihood of customers to recommend their provider to other people. Because customer loyalty and advocacy are so critical to telecommunications providers, it is vital that ISPs go above and beyond to listen to their customers and make sure satisfaction levels are high."

Even though NTL has taking a pounding in this survey, there is something that might prove of interest. It seems punters have a keen interest in receiving bundled services on one bill with BT, NTL and Telewest emerging as the "most popular choices for providers".

Should NTL's merger with Telewest and its take-over of Virgin Mobile go-ahead, its four-play bundled offering of TV, fixed-line phone, broadband and mobile could prove to be a real winner with punters. ®

High performance access to file storage

More from The Register

next story
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
Broadband Secretary of SHEEP sensationally quits Cabinet
Maria Miller finally resigns over expenses row
Skype pimps pro-level broadcast service
Playing Cat and Mouse with the media
Beat it, freetards! Dyn to shut down no-cost dynamic DNS next month
... but don't worry, charter members, you're still in 'for life'
Like Google, Comcast might roll its own mobile voice network
Says anything's possible if regulators approve merger with Time Warner
EE dismisses DATA-BURNING glitch with Orange Mail app
Bug quietly slurps PAYG credit - yet EE denies it exists
Turnbull leaves Australia's broadband blackspots in the dark
New Statement of Expectations to NBN Co offers get-out clauses for blackspot builds
Facebook claims 100 MEEELLION active users in India
Who needs China when you've got the next billion in your sights?
Facebook splats in-app chat, whacks brats into crack yakety-yak app
Jibber-jabbering addicts turfed out just as Zuck warned
prev story

Whitepapers

Mainstay ROI - Does application security pay?
In this whitepaper learn how you and your enterprise might benefit from better software security.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.