UK customers' dissatisfaction survey
E-commerce
18 March 2008
The latest survey of the UK's broadband customers has revealed their widespread dissatisfaction with providers' customer services.
The uSwitch 2008 Broadband Customer Satisfaction Report showed more than eight million customers are not sure their provider has them on the best deal and five million feel "short-changed".
"Last year consumers spent £31 million on phone calls trying to fix problems with their broadband, and over £11 million of this was wasted on hold waiting to speak to someone, " noted communications expert, Steve Weller.
The poll showed the customer satisfaction gap between the best and worst providers has widened and four out of nine companies have less satisfied customers than last year.
Orange has lost customers and performed worst for three years running and Pipex has seen the biggest fall in customer satisfaction levels.
Almost nine out of ten internet connections are via broadband and an increasing number of users now connect wirelessly.
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