topic Re: PlusNet back on top! in Community Announcements

PlusNet back on top!

Chris — Tue, 03 Jul 2007 09:13:33 GMT

We are pleased to confirm that we have topped the uSwitch survey (independently run by YouGov), once again, coming out top for Overall Customer Satisfaction with an impressive 78%. Bottom place came Orange, with 35% of their customers dissatisfied. The bigger players were an even spread in between.
You can find out more about this at the Community Site

Re: PlusNet back on top!

tgr — Thu, 02 Aug 2007 10:08:12 GMT

This was why I decided to move from orange to plusnet up till now you are living up to expectations but then I have only just joined lol

Re: PlusNet back on top!

Mand — Thu, 02 Aug 2007 10:18:30 GMT

Hi there,
Glad to hear you're happy so far, the onus is now on us to make sure we keep meeting your expectations.
If you do have any questions, give us a shout and we'll be happy to help.

Re: PlusNet back on top!

Technosapien — Sat, 04 Aug 2007 20:42:55 GMT

Been pleased with plus net so far, service great, just a pity I can't get 8 meg where I am, now if only it was cheaper, something like BT Option 3 & Broadband - now that I could be interested in, a bit like Talk Talk - who are the absolute worst company though.

Re: PlusNet back on top!

Rusty — Sun, 05 Aug 2007 03:41:02 GMT

Quote from: Chris
We are pleased to confirm that we have topped the uSwitch survey (independently run by YouGov), once again, coming out top for Overall Customer Satisfaction with an impressive 78%. Bottom place came Orange, with 35% of their customers dissatisfied. The bigger players were an even spread in between.

I'm sorry but your figures don't make sense! If 78% of PlusNet customers were satisfied and 35% of Orange customers were dissatisfied, then there is only 3% difference in the satisfaction level between the two.

Re: PlusNet back on top!

spm — Sun, 05 Aug 2007 13:20:08 GMT

Quote from: Rusty
I'm sorry but your figures don't make sense! If 78% of PlusNet customers were satisfied and 35% of Orange customers were dissatisfied, then there is only 3% difference in the satisfaction level between the two.

Mmm. Not the most accurate mental arithmetic I've ever come across

Re: PlusNet back on top!

SGH-B — Sun, 05 Aug 2007 16:42:59 GMT

Quote from: Rusty
I'm sorry but your figures don't make sense! If 78% of PlusNet customers were satisfied and 35% of Orange customers were dissatisfied, then there is only 3% difference in the satisfaction level between the two.

?
Plusnet:
78% satisfied
22% not
Orange:
65% satisfied
35% not
More than a 3% difference

Re: PlusNet back on top!

tcbarrett — Mon, 06 Aug 2007 07:22:51 GMT

88% of statistics is made up on the spot.
Warning: I'm going to sound like a right old whinger below...
What was the sample size? Who was questioned? How were they questioned?
Meaningless numbers. It leaves Talk Talk somewhere in between. Lets say 70% satisfaction for arguments sake. According to Wiki they had 2.5million customers in 2005. Assuming their customer base has risen, that means there are at least 1.75 million satisfied Talk Talk customers out there. That's a lot of saitisfied customers! Why aren't you with them?
Anyway, I'm not advocating or advertising for any other company (after all I chose PlusNet for a reason), but stats are just stats. And percentages are especially meaningless without context.
Congratulations to PlusNet though!

Re: PlusNet back on top!

nadger — Mon, 06 Aug 2007 07:54:55 GMT

Quote from: Emperor
?
Plusnet:
78% satisfied
22% not
Orange:
65% satisfied
35% not
More than a 3% difference

But you haven't taken into account the "don't knows"

Re: PlusNet back on top!

jazz — Mon, 06 Aug 2007 08:31:38 GMT

I think the "Don't Knows" must be an apathetic lot and should therefore be ignored. On the other hand the "Couldn't Care Less" group at least have a point of view but never seem to figure in official statistics.
Who was it who said "He uses statistics as a drunken man uses a lamp post - for support rather than illumination!"?
For the record - I'm certainly in the Happy with PlusNet brigade - well done to all at PlusNet Towers

Re: PlusNet back on top!

James — Mon, 06 Aug 2007 08:33:24 GMT

You'll always get some good surveys and some dodgy ones. I don't know the specifics of the uSwitch one, but seeing as it put us on top, it must be right
None of them will ever be perfect, but this one is generally fairly reliable.

Re: PlusNet back on top!

nadger — Mon, 06 Aug 2007 08:58:43 GMT

Please read for overall clarification

Re: PlusNet back on top!

Mand — Mon, 06 Aug 2007 09:31:53 GMT

The survey covered 20,000 respondents, you can find more info here.
We were obviously very pleased that we came top of the pile, but we will always be aiming for improvements.

Re: PlusNet back on top!

tcbarrett — Tue, 07 Aug 2007 07:35:48 GMT

Quote from: jazz
For the record - I'm certainly in the Happy with PlusNet brigade - well done to all at PlusNet Towers

Yes. As much as I disagree with statistics (I think you'll find 69% of people surveyed believed all statistical results to be wrong), one of the main reason for me being a PLusNet customer is the customer service that I have received.

Re: PlusNet back on top!

Chris — Tue, 07 Aug 2007 07:54:44 GMT

And we are continuing to work on improving the CSC, so the support can get better still.

Re: PlusNet back on top!

James — Tue, 07 Aug 2007 08:07:35 GMT

To add onto that, we've just employed another 8 or 9 members of staff who are now taking calls and answering tickets, whilst being guided by some of our more senior members of staff. This should help us to continue to drive down call times further.
Also, if you're ever looking for a job, it can never hurt to have a look at our Careers Page as we're always on the look out for quality applicants to join the team.
Interviews with Comms Cat can be arranged.

Re: PlusNet back on top!

xbeemer — Thu, 09 Aug 2007 19:25:21 GMT

I'm a bit puzzled by the fact that, although the uSwitch survey lists PlusNet at the top with a Customer Service rating of 78%, my August Which? puts them at 13th with a Customer Service rating of 33%!!
Can anyone explain the disparity? Whose report do we believe?

Re: PlusNet back on top!

astarsolutions — Thu, 09 Aug 2007 19:36:16 GMT

Do you have a link to the article?

Re: PlusNet back on top!

xbeemer — Thu, 09 Aug 2007 21:22:41 GMT

Try this:
linky
Only problem is that you need to be logged in as a Which? member to see the full details. However, the ISPs in the table are listed in order of % customer satisfaction; Global, the top one, scored 84%. Just had a thought - is there any way I can get a screen dump of the table to you?
[Moderators Note by Daniel (Assos) Long Link Truncated as it Was Stretching the Page.]

Re: PlusNet back on top!

Oldjim — Thu, 09 Aug 2007 21:30:06 GMT

Just press Print Scrn and paste the result into a graphics program. Save it as jpg and use the additional options to download the picture.