Internet and phone providers Zen Internet and Plusnet have come top in a new biannual UK MSE survey of ISP customer service quality. Sadly the news isn’t so good for those at the opposite (bottom) end of the table, where TalkTalk and the Post Office could both be found.
The survey, which was conducted by Money Saving Expert, polled 7,066 people over the last six months and asked them to rate their broadband ISP based on a simple option of three grades for customer service quality – ‘Great’, ‘OK’ or ‘Poor’. Providers needed at least 75 votes to be included and thus the final list only covers a familiar batch of medium to large sized operators.
However, MSE notes that some ISPs did come close enough to warrant a mention, even if they didn’t make it into the official top list. For example, Hyperoptic scored 88% ‘Great’ votes, SSE delivered 68% and NOW TV (NOW Broadband) produced a score of 44% at the same level. At the opposite end it’s noted that Origin Broadband and KCOM both performer poorly, with 56% and 46% (respectively) rating them as ‘Poor’.
NOTE: The ‘Rank’ in brackets represents the position of each provider during MSE’s last February 2018 results.
The results tend to reflect what we see in other similar surveys, such as those from Which? etc. In response a spokesperson for TalkTalk noted how the ISP has already closed down their call centres in India, improved their online tools / support and recently launched a better Wi-Fi Hub router. “All these initiatives are starting to deliver improvement in satisfaction levels … [and] we have seen more customers than ever staying with us this year,” said the ISP.