O2 tops broadband satisfaction survey

Mobile giant O2 has been placed at the top of a poll rating customer satisfaction for internet service providers (ISPs) in the UK.

Analysis firm JD Power and Associates conducted two broadband customer feedback surveys based on five key factors: billing, cost, performance and reliability, customer service/technical support and offerings/promotions.

Out of a possible high score of 1,000, O2 has scored 767 for its fixed broadband service and 712 for its mobilebroadband service to place in top spot for both categories.

Second place for fixed broadband went to Sky ahead of Virgin Media, while T-Mobile took second in the mobile category ahead of Vodafone.

Stuart Crawford-Browne, JD Power and Associates senior manager of service industries research, said that these findings indicate that "some providers need to do more to retain their customers, who are hunting for value and quality service in tough economic times".

"The mobilebroadband market is experiencing swift growth as a complementary service to fixed broadband - 71 per cent of mobilebroadband customers also have fixed broadband services," Mr Crawford-Browne explained.

"However, with the rapid evolution of the mobilebroadband segment, ISPs need to keep improving their offerings and service to stay competitive."

Mobile technology firm Motorola has begun testing its 4G long-term evolution (LTE) broadband, which could deliver speeds of up to 100 Mbps if it reaches commercial application.