The customer service departments of most ISPs in the UK are disorganised and often fail to answer enquiries, according to research.
A mystery shopper, working for independent customer service auditing agency Talisma, found that nearly half of the emails sent to 50 UK-based ISPs were completely ignored.
Many ISPs could not track emails once they had been received, meaning that when the mystery shopper followed up the email with a phone call, the customer service representatives could not find any trace of it.
According to Jon McNerney, vice president of international operations at Talisma, poor customer service can cause those who were tempted by high-profile advertising campaigns and price cuts to leave a provider.
“Selecting a broadband ISP is similar to choosing an electricity or gas provider; customers are primarily concerned about the price rather than who provides the service," said McNerney.
"In this high-churn commodity market, good customer service is vital for ISPs to differentiate themselves and encourage customer loyalty. Response times are critical and delays in answering calls and emails impact customer satisfaction significantly.”
Though the report doesn't name any names, Talisma did say that some of the larger companies were the worst for providing inaccurate information and ignoring email. Some smaller ISPs faired better, according to Talisma.
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