Revealed: the BEST and WORST broadband providers for customer service
TalkTalk has ranked last place in the latest broadband customer service poll from the UK’s biggest consumer website, MoneySavingExpert.com (MSE), with 38% of its customers voting it ‘poor’. Relative minnow Zen came top of the list with a huge 94% of its customers rating its service ‘great’, and just 2% choosing ‘poor’.
In the previous poll around six months ago, 45% gave TalkTalk a ‘poor’ rating, suggesting that its efforts to improve customer service have reaped some rewards. Although Origin performed worse, it received fewer than 75 votes and only those with 75 or more are counted in MSE’s official poll results.
Number one provider Zen isn't amongst the cheapest, but unusually for a broadband firm it has a 'great' Trustpilot rating, whereas a lot of telecoms companies have been relegated to 'bad'.
Of the larger internet providers Plusnet came out on top with 58% of its customers saying its service was ‘great’ and only 15% voting 'poor'. John Lewis followed closely behind in third place with 53% for 'great'.
Over 7,000 MoneySavers took part in the survey, which is done twice a year.
Helen Saxon, Chief Product Analyst from MoneySavingExpert.com says "Many of us rely on a fast and stable broadband connection, whether it's because we're working from home, or we want to binge the latest boxset. If things go wrong, customer service is key.
"The results of our poll show that most of the big broadband providers aren't exactly wowing anyone with their service levels.
"But, if you're out of contract, there's no need to stick around paying up to £50 a month to a provider you're not happy with. The cheapest deals tend to charge from £20 per month – so the savings could be massive."
Rank | Provider | 'Great' | 'OK' | 'Poor' |
|---|---|---|---|---|
1 (1) | Zen | 94% | 4% | 2% |
2 (4) | Plusnet | 58% | 27% | 15% |
3 (n/a) | John Lewis | 53% | 31% | 16% |
4 (5) | EE | 42% | 39% | 19% |
5 (7) | Vodafone | 43% | 28% | 29% |
6 (8) | Sky | 34% | 45% | 21% |
7 (6) | Virgin Media | 38% | 38% | 25% |
8 (10) | BT | 33% | 37% | 29% |
9 (9) | Post Office | 28% | 41% | 31% |
10 (11) | TalkTalk | 26% | 35% | 38% |
There were 7,066 votes. Rankings based on two points for each 'great' %, one for each 'OK' % and zero for 'poor'. When scores are tied, the provider with the better 'great' rating goes ahead. We've excluded providers with fewer than 75 votes. Rankings for February 2018 appear in brackets.
Read the full story here.
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