50% of broadband customers 'unhappy with service'

Broadband prices are their lowest ever while speeds are at record levels, yet one in two consumers in the UK are unhappy with their service, according to the findings of the largest-ever customer satisfaction survey on the sector.

The study, carried out by comparison site uSwitch.com, states that satisfaction levels vary significantly, with the difference between the highest and lowest rated services now wider than ever before.

PlusNet was broadband consumers' favourite provider, topping nine out of 11 categories, uSwitch.com said.

Meanwhile, Orange - which has a ten per cent market share with 1.5 million customers - came bottom of the pile for the third consecutive time. Some 35 per cent of its customers said they were unsatisfied with the service they received.

In other findings, Sky has become the fastest-growing broadband provider in the UK, adding 1.2 million customers in the last two years. Sky was also voted number one for value for money. BT came last in this category.

Commenting on the results, uSwitch.com communications expert Steve Weller said: "The 21 per cent gap between the best and worst provider shows just how important it is to choose a provider on service and not just price."

According to Eurostat, 57 per cent of the UK's online homes use a broadband connection.

Posted on: 2008-03-18, in: Broadband

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