Cable has revealed the results of its broadband customer satisfaction study, and it’s good news for the UK’s smaller players.
Sky, Virgin Media, BT and TalkTalk were pushed down the leaderboard by the likes of Plusnet, Post Office Broadband and even the little-known ‘Other Small Providers’, with SSE -- which only started doing broadband two years ago -- coming out on top. Here are the companies and their customer service ratings (out of 10, not 100):
- SSE -- 7.94
- Plusnet -- 7.66
- Post Office Broadband -- 7.54
- Other Small Providers -- 7.44
- Sky -- 7.18
- Virgin Media -- 7.14
- EE -- 7.12
- BT -- 6.9
- TalkTalk -- 6.66
- KC -- 5.82
Congratulations to SSE. However, Cable, which surveyed 6,000 customers for its study, has taken some of the shine off the win by essentially saying that it’s all downhill from here.
“Broadly speaking, the more customers you have, the more difficult it can be to keep them happy,” said Cables’ consumer telecoms expert Dan Howdle. “High call volumes often force larger companies to migrate to more one-size-fits-all solutions that target the most common problems, but that often means a struggle for customers whose difficulties don’t fit a predetermined ‘type’.”
Simply put, enjoy the incoming influx of new customers, but good luck trying to keep them happy. Still though, congrats. [Cable]