When it comes to broadband, small is more satisfying Consumers reckon
By INQUIRER newsdesk: Monday 12 March 2007, 11:49
A NEW STUDY has shown that British consumers are increasingly heading over to smaller broadband outfits over the bigger names, according to Reuters.
The independent study - which went straight to the consumer's views on customer service - named the top four overall providers as Eclipse, Madasafish, Namesco and Be Broadband, all of which received a score of nine out of ten. Big names generally weren't reaching impressive scores, with Sky and Talk Talk broadband only scoring four out of ten.
Researcher at moneysupermarket.com Jason Lloyd is not surprised: "Smaller companies plce far greater emphasis on customer retention," he said, compared to the big players who merely go in for marketing - and as such can't cope with the huge influx of internet-hungry applicants.
The poll, which questioned 4,555 people, revealed that just under a third of those questioned have felt the need to switch providers thanks to crummy customer service. That said, Lloyd reckons customer service for the big names will improve soon, thanks to new rules set in stone by Ofcom that will force broadband suppliers to give customers a migraction authorisation code (MAC) which will allow consumers to switch providers easily and smoothly.
Hmmm....Singnet versus pacnet/starhub? 