Small U.K. ISPs deliver more satisfaction

Aug 05, 2005

Customer-satisfaction levels are significantly higher among the United Kingdom's smaller Internet service providers when compared to their larger rivals.

Eight of 23 ISPs rated by Which Magazine's survey of 10,000 U.K.broadband users achieved customer-service ratings of 70 percent or more -- and none of them is considered a large player in the U.K.market, ZDNet reported.

Harrow-based Metronet received the highest rating -- 91 percent -- followed by Freedom 2 Surf, Zen Internet, Nildram, Waitrose, Eclipse, PlusNet and Force 9, all of which received Which's "Best Buy" award.

None of the largest U.K.providers -- Wanadoo, Tiscali, AOL, BT and NTL -- achieved a satisfaction level above 40 percent.

"One possibility is that the smaller providers may attract the type of user who understands some of the technical issues, and thus support can be simpler for day-to-day faults, where as with the larger providers you are dealing with a massed public service, and the support staff will be more script based," said Andrew Ferguson of ADSLGuide."One other problem for the larger ISPs is the lack of people with a good technical understanding of ADSL, and the ability to help customers too.The technical staff will often be in second or third line support, and staff retention can be a big issue, as many will find more challenging and often better paid jobs elsewhere."

Copyright 2005 by United Press International. All rights reserved.

Explore further: Tech gifts for the geek who already has everything

add to favorites email to friend print save as pdf

Related Stories

No quick fix for threats to women on Twitter

Nov 13, 2014

The Women, Action and the Media (WAM) activist group announced on Friday a collaboration with Twitter to address online harassment of women, which it claims has "reached crisis levels". ...

Creating the coldest cubic meter in the universe (Update)

Oct 21, 2014

In an underground laboratory in Italy, an international team of scientists has created the coldest cubic meter in the universe. The cooled chamber—roughly the size of a vending machine—was chilled to ...

Biological sample prep time cut from days to minutes

Oct 15, 2014

When Lawrence Livermore National Laboratory researchers invented the field of biological accelerator mass spectrometry (AMS) in the late 1980s, the process of preparing the samples was time-consuming and ...

Recommended for you

Namibia prepares for Africa's first e-vote

4 hours ago

Namibia will vote in Africa's first electronic ballot Friday, a general election that will usher in a new president and quotas to put more women in government.

GoGlove wearable aims to control life's soundtracks

6 hours ago

Technology creatives are seeing the key attraction in wearables as being in solutions that save the user from fumbling around with the phone to make app adjustments or changes, or from repeatedly taking it ...

Amazon cuts Fire phone price to ignite sales

6 hours ago

Amazon on Wednesday slashed the price of Fire mobile phones that stalled after launch early this year, becoming a drag on the US online retail titan's bottom line.

User comments : 0

Please sign in to add a comment. Registration is free, and takes less than a minute. Read more

Click here to reset your password.
Sign in to get notified via email when new comments are made.