Comments on: Plusnet Highly Commended - BroadbandChoices.co.uk

By: Rom

Rom — Thu, 11 Jun 2009 21:37:32 +0000

Just subscribed to plusnet, leaving SKY cos I don't need the digital TV....let see how I get on with plusnet!

By: Barxme

Barxme — Wed, 20 May 2009 15:12:31 +0000

On a personal note, This year I spent one miserable month with O2, and as for their customer service, my cat knows a damn site more than the peeps I spoke to, from watching a novice like me. I have now been 6 weeks with Plusnet, and am happy as a pig in a poke. Apart from great advice from the team, I have actually learnt a great! deal....
so my vote goes to Plusnet,
Barry

By: Peter Jackson

Peter Jackson — Thu, 07 May 2009 15:28:06 +0000

> It's vital to quote the source of any headline statistics

I think you'll find we did.. in the very title for one

The results are indeed similar, which is a good thing (rather than being cause of any concern), since it confirms our position as being second only to 02 on the support and value we provide.

By: axisofevil

axisofevil — Tue, 05 May 2009 22:46:40 +0000

Thanks - I did ask if I'd guessed the correct source of the survey/award.
It's vital to quote the source of any headline statistics.

The raw figures of these two surveys appear to be very similar - which ought to be a cause for some concern for the marketing dept.

By: Chris Parr

Chris Parr — Tue, 05 May 2009 21:04:56 +0000

@axisofevil

That's a completely different survey you've linked to, which we did a blog about earlier in the year. The news article for this one where we are commended can be found here: http://www.webuser.co.uk/news/281665.html

By: axisofevil

axisofevil — Mon, 04 May 2009 23:31:21 +0000

The full details of the survey are given in http://www.uswitch.com/broadband/customer-satisfaction-full-results/
There are no commendations for anybody - although I'm sure a news release would like to put a bit of spin on a simple table.

The media like to pretend that ordinary mortals can't understand a set of numbers presented in tabular form.
However, they do at least mention that "For statistical validity, results are only recorded where a supplier had more than 200 responses." which is the kind of thing that is ignored by those handing out awards of merit and commendations.

By: Peter Jackson

Peter Jackson — Mon, 04 May 2009 19:29:41 +0000

@Axisof.. re. 'highly commended'. That's what was reported by Webuser - presumably from the full press release. I had included the link in the hope people might have a look.

And there are fewer (and different) categories so, the results may be similar but I think it's an independent survey to the uSwitch one. Here's what they said:

BroadbandChoices customer satisfaction award winners
April 29, 2009

Overall Award
O2 - Winner
PlusNet - Highly Commended
Sky Broadband - Highly Commended

Quality and Reliability
O2 - Winner
PlusNet - Highly Commended
Virgin Media - Highly Commended

Download Performance
O2 - Winner
PlusNet - Highly Commended
Virgin Media - Highly Commended

Billing Clarity
O2 - Winner
PlusNet - Highly Commended
TalkTalk - Highly Commended

After Sales Support
O2 - Winner
PlusNet - Highly Commended
Sky Broadband - Highly Commended

Value for Money
O2 - Winner
TalkTalk - Highly Commended
PlusNet - Highly Commended

Speed of Service Activation
O2 - Winner
PlusNet - Highly Commended
Virgin Media - Highly Commended

http://www.webuser.co.uk/news/281665.html

By: Kelly Dorset

Kelly Dorset — Mon, 04 May 2009 11:18:03 +0000

Yeah, we've been using it from pretty much day one.

By: The 10th

The 10th — Sat, 02 May 2009 16:43:38 +0000

Only 'commended'? Better luck next year - you'll probably need it given current refresh!

"...Don’t forget, you can earn money off your subscription through My Referrals, so if you know someone who’d benefit from broadband from £5.99 tell them to head on over to http://www.plus.net..." -- perhaps I should ask two of my referrals that have been with Plusnet for years and just left in last couple of months that?

I strongly believe that the product refresh has done more harm than good for Plusnet's reputation. Interesting to see that "...Interestingly, the survey’s findings showed that more than half of broadband users said that they are considering switching broadband provider in the next six months as the credit crunch bites..." - so moving people into one and a half year contracts really helps in tough times then?

By: Be3G

Be3G — Sat, 02 May 2009 00:43:27 +0000

I think you're being a bit unfair axis - blog comment moderation is a common thing, and the Community site's been using it for a while (perhaps even from day one).