Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Story from BBC Technology News - we posted this twice on OrangeProblems.co.uk as we would like your views... Perhaps you can ask Orange why they have, yet again, been voted as the UK's worst broadband provider - they will not respond to us or the BBC!
A survey of 4,000 broadband households has put PlusNet as the top provider in the UK.
The survey, conducted by broadband comparison service, Broadband Choices, asked customers to rate their internet service provider on various criteria.
Sky Broadband came second, ranking top of the table for "clarity of pricing and billing".
Other large providers such as Tesco and Orange did not fare so well, with Tesco criticised for quality and reliability.
The UK's leading ten broadband providers were tested in six categories: quality and reliability, download time, clarity of billing and pricing, after sales support, value for money and speed of service activation.
PlusNet topped the table with an average of 79% of users saying they were satisfied with their broadband service across all six categories.
Customer Care
"We weren't surprised to see PlusNet at the top of the table. Being a relatively small provider compared to other contenders allows them to really focus on customer service," said Michael Phillips, product director at Broadband Choices.
"A UK-based call centre and clear language on things such as download limits also helped customers know exactly where they stand," he added.
Orange ranked bottom of the table illustrating, said Mr Phillips, the importance of after sale support.
"Bad service is one of the contributing factors that is driving UK broadband customers to swap ISPs in the search of a better deal," he said.
Tesco did not fare much better and its future could be in jeopardy, thinks Mr Phillips.
"Tesco's broadband proposition hasn't fundamentally altered for some time now, so if things don't start to change soon, it could find itself being left behind in a fast moving market," he said.
A spokesperson for Tesco Telecoms said: "Independent research shows that our customers are pleased with the service they receive from Tesco Broadband.
"However, we're always looking for new ways to help our customers and serve them better and carefully review all feedback we receive."
Orange have not responded to the BBC's request for comment.
A spokesman for Orange said: "We would be interested to find out more about the survey as our own customer satisfaction research, along with independent testing of our service, has revealed extremely positive findings.
Extremely positive findings. They're having a laugh aren't they
A spokesman for Orange said: "We would be interested to find out more about the survey as our own customer satisfaction research, along with independent testing of our service, has revealed extremely positive findings.
Extremely positive findings. They're having a laugh aren't they
Pure PR-speak which should be analysed for what it's worth.
"our own customer satisfaction research, along with independent testing of our service, has revealed extremely positive findings" probably means that they have achieved "X" number of new customers which is a positive result but conveniently forgetting to account for the customers that have left Orange to show the net result.
For good PR, depending on what is to be achieved, you only concentrate on either the good or the bad, you never mix the two in the same media statement.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Borednow wrote:
For good PR, depending on what is to be achieved, you only concentrate on either the good or the bad, you never mix the two in the same media statement.
They can't even get that right LOL
_________________ ex Freeserve/Wanadoo/Orange Blog
My user name says it all, fed-up. I was just finishing a rather long email to someone the other night, when the server had a hiccup or something. The result was i could not send it, and i had to compose the whole letter again. Not a quick process for me, as i am a one finger typest.
So it doesn't come as a surprise, that Orange came bottom in the results once again.
Things seem to be going wrong more recently than they did i the early days. Maybe it's a case of trying to run, before they can walk !
Anyway, i'm just waiting for my Tiscali account to be activated, and hopefully all the problems will be behind me. Who's coming with me........!
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