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: Apple's growing patent portfolio offers clues about future products

add to favorites email to friend print save as pdf

Related Stories

German study supports free "Super WiFi"

Nov 24, 2014

The need for the wireless transfer of data will increase significantly in the coming years. Scientists at the Karlsruhe Institute of Technology (KIT) therefore propose to turn some of the TV frequencies that ...

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". ...

Recommended for you

Airbnb to expand tax collection efforts

11 hours ago

Online lodging operator Airbnb is expanding its efforts to collect local taxes, responding to complaints that it competes unfairly with the hotel sector.

Jay Z to acquire Wimp music service

12 hours ago

US rap star Jay Z will make a $56-million foray into the music streaming business by taking over the Norwegian service Wimp, its shareholders confirmed Friday.

Scientists trial system to improve safety at sea

13 hours ago

A space scientist at the University of Leicester, in collaboration with the New Zealand Defence Technology Agency and DMC International Imaging, has been trialling a concept for using satellite imagery to ...

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.