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O2 tops polls for broadband satisfaction
Friday 6th February 2009, by Daniel King
O2 has emerged at the most successful provider of fixed and mobile broadband in the UK in terms of customer satisfaction.
The firm took top spot in two separate studies by JD Power Associates that rated internet service providers (ISPs) across a range of criteria including performance, cost and technical support.
It scored a total of 767 points out of 1,000 in the fixed-line survey and amassed a further 712 in the study of mobile broadband providers.
The research found that the average number of service disruptions and complaints from customers across all ISPs fell considerably in 2008 compared with the previous 12 months.
Satisfaction was generally higher with fixed broadband ISPs than with mobile providers.
O2 beat off competition from Sky (706 points) and Virgin Media (672) to land top spot in the fixed-line survey, while T-Mobile took second place in the mobile study with a score of 683.
JD Power Associates senior manager of service industries Stuart Crawford-Browne suggested that some providers may have to improve their offerings as users respond to tough economic times by seeking better value and quality.
"While it appears that service levels for fixed broadband are improving, the differences in satisfaction between the leading ISPs and other competitors indicate that some providers need to do more to retain their customers," he commented.
Despite this, the study also revealed that only 20 per cent of fixed broadband customers intended to change their provider within the next 12 months.
The results of the survey will be welcomed by O2, which recently lost out to T-Mobile in a poll carried out by P3 Solutions to find the fastest mobile broadband speeds in the UK.
Categories: Broadband, Broadband Products
