Feeds

O2 tops broadband customer satisfaction poll

But punters voting with their feet go elsewhere

Combat fraud and increase customer satisfaction

O2 has been rated Britain's best broadband provider, but the scores tell a different story.

Between September 2009 and February 2010, just over 100,000 visitors to broadband comparison site Broadband Expert were asked to rate their providers. According to the site, O2 was top, with an average satisfaction rating of 77 per cent.

AOL came last, scoring just 56 per cent, well below the average rating of 64 per cent.

Broadband Expert Survey

Satisfaction (%, vertical axis) vs User Base Share (%, horizontal)
Source: Broadband Expert

But plaudits for quality don't directly correlate to the votes consumers give to providers by electing to take up their services.

O2 was the provider of just 6.4 per cent of respondents, while AOL accounted for only eight per cent of the 104,109 surveyed broadband users.

Virgin Media's cable broadband service scored 68 per cent in the ratings, putting it in third place, but it garnered 28.5 per cent of the votes.

So while it's not as highly rated as O2, rather a lot more paying punters have voted with their feet by selecting it as their provider.

Virgin's nearest rival, BT, which was the broadband provider of 21.8 per cent of the 104,109 respondents, was rated on satisfaction at 60 per cent.

Of the providers with comparable user bases - at least as far as Broadband Expert's survey goes - Virgin's ADSL scored rather less well on satisfaction that the cable service did, leaving it behind O2, Sky and TalkTalk but ahead of Orange and AOL.

The two least used providers in the list were Be and PlusNet. The former was rated more highly for customer satisfaction: 73 per cent to PlusNet's 68 per cent.

Broadband Expert Commercial Director Rob Webber noted that the average satisfaction score - 64 per cent - was up seven percentage points on last year's survey, so the providers must be doing something right.

We look forward to seeing how well this year's satisfaction ratings change the various providers' market share figures in next year's survey. ®

High performance access to file storage

More from The Register

next story
Virgin Media so, so SORRY for turning spam fire-hose on its punters
Hundreds of emails flood inboxes thanks to gaffe
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
AT&T dangles gigabit broadband plans over 100 US cities
So soon after a mulled Google Fiber expansion, fancy that
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
Google looks to LTE and Wi-Fi to help it lube YouTube tubes
Bandwidth hogger needs tube embiggenment if it's to succeed
Turnbull gave NBN Co NO RULES to plan blackspot upgrades
NBN Co faces huge future Telstra bills and reduces fibre footprint
NBN Co plans fibre-to-the-basement blitz to beat cherry-pickers
Heading off at the pass operation given same priority as blackspot fixing
NBN Co in 'broadband kit we tested worked' STUNNER
Announcement of VDSL trial is not proof of concept for fibre-to-the-node
prev story

Whitepapers

Mainstay ROI - Does application security pay?
In this whitepaper learn how you and your enterprise might benefit from better software security.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
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.