Ofcom posts broadband, mobile punter satisfaction scores
'Are you happy with your wash?'
Orange has topped Ofcom's latest broadband customer satisfaction poll, though it remains some way behind the lead in the regulator's equivalent survey of mobile networks.
Ofcom annually samples punters to see whether they're satisified, dissatisfied, or don't care one way t'other with the service provided by their service provider.
On the broadband side, Orange satisfied 76 per cent of those surveyed - a "nationally respresentative" selection of 3000 punters, questioned in February about their broadband and mobile usage experiences over the previous three months - with only 13 per cent adopting a neutral stance and 11 per cent not happy.
Here are the top five:
You'll note that Orange's rivals all showed much higher levels of dissatisfaction - always a more interesting and important tally than the number of pleased punters and fence-sitters there are.
"Connection speeds remain the biggest issue for broadband customers, followed by changing package and, increasingly, higher-than-expected bills," said Ofcom.
T-Mobile topped the mobile providers poll, again thanks to a very low level of dissatisfaction. Orange here came fourth in the least-dissatisfied tally, behind T-Mobile, O2 and Three.
Three would have done better had it inspired more of its surprisingly high neutral customer base to feel pleased with their provider.
"Satisfaction with mobile providers’ customer service is higher than average - 69 per cent," noted the comms watchdog. "Consumers tend to contact their mobile provider to discuss changes to package or service, billing issues and to a lesser extent fault/repair issues." ®
RE: what strikes me more ...
Your experiences with "twatwat" mirror my own. Only positive thing I can say about them is that it took 'em a whole year before they realised they weren't charging me money!! So I got a year's broadband free, and with frequent dropped-connections, speed never greater than 0.5MBytes/sec, I probably got what I paid for. Eventually managed to escape their evil clutches, and now have a rock-solid, 8MB/sec connection with Sky. Twatwat is assuredly the most incompetent ISP I've ever dealt with.
what strikes me more ...
Talktalk come out 5th on customer satisfaction with an entire 52%.
Therefore everyone 6th and below score less than 52% ... which implies that an incredibly small percentage of users overall are actually satisfied. Will the companies involved listen to what they've just been told? I doubt it.
I recently advised twatwat for example (refuse to call them by their real name more than once) that I was changing bank accounts and that they needed up date the DD instruction. The bod on the phone said it would go smoothly. Alas, it did not. I received a phone call from my bank on DD day to say that twatwat wanted to take money out of my ever-so-nearly-closed account and I said that the bank should take funds from another account, pay the DD then close the account. Here the bank failed as well, the money was transferred, the DD was returned unpaid, the account was closed and the money was put back into my other account. twatwat then wrote to me dated the 29th telling me the DD was unpaid. That was a friday. Then they wrote to me with a letter dated one full day later, a saturday when they are closed, to tell me that if I don't pay within 5 seconds they are going to shoot me etcetc.
They gave me one entire, office-closed, day to sort out the first ever missed payment in two years before they threatened to kill me, my credit rating and my internet connection. I unpolitely told them to close my account and I'm now an O2 bb customer. (Can only get BT wholesale on my exchange). So yeah, I'm surprised that twatwat scored 52% satisfied.
Something to do with coming to the end of an introductory offer perhaps? I've never failed to receive plenty of notice in writing when they up their prices.