Our latest broadband satisfaction survey shows the biggest providers are consistently failing their customers on service. Why do these providers rank lowest and why do consumers continue to stand for it?
Today, we’ve released our latest results on customer satisfaction with broadband providers. The fact that it paints the same story as so many of our previous surveys is very telling; the bigger providers fall down on customer service.
For the fifth consecutive survey running, TalkTalk customers have given them the lowest customer score of 40% and Sky experienced the biggest drop of all of the providers since our last survey in April.
Why then, do consumers continue to choose these providers?
I would suggest they go with bigger providers for a number of reasons; reliability, convenience and choice.
On reliability, I think people can be prone to conflate a ‘well-known’ brand with a ‘trusted’ brand. Research like our surveys can hopefully dispel that.
On convenience, bundling packages could have more of an influence in your choice of provider than the broadband service itself.
A third reason is that there can be a lack of choice. In some areas where there is little or no infrastructure deployment, bigger providers may be the only option on offer.
If providers continue to recruit and retain customers then there is little incentive for them to change their practice.
We have long argued that the switching process should be easier – both assisting consumers in moving to a new provider but applying pressure to providers to step up in order to retain their customers.
We’d like to hear from you. Why do you think the biggest providers continually come bottom of our satisfaction tables? And what do you think needs to happen to for them to step up and deliver?