Broadband's lengthy queue
Web 2.0
06 December 2007
Customer satisfaction with leading Internet Service Providers (ISPs) is falling because callers are left on hold, a new survey has revealed.
Customer complaints now account for over half of the calls and according to a survey conducted by J D Power, the average waiting time for an answer to a technical enquiry is 17 minutes, the BBC has reported.
The 2007 UK Broadband Internet Service Providers Satisfaction Study found that performance and reliability were also down on last month. Casper Tearle, director of service industries, said people expected more from broadband.
"Last year broadband was still a novelty and people were wowed by how much faster it was than dial-up." He added: "This year everyone expects it to be fast and get angrier when it doesn't work."
According to the study, connection speeds have increased to an average 4.8Mbps and costs have fallen by 25 per cent.
Pointopic found there have been global increases in download speeds with all but two of the world regions getting faster access.
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