topic Re: Plusnet ratings slipping significantly in Plusnet Feedback

Plusnet ratings slipping significantly

jelv — Tue, 07 Jul 2015 08:27:42 GMT

	Jan 2015	Jun 2015
Overall Satisfaction	79%	74%
Reliability	80%	76%
Customer Service	80%	76%

Source: http://www.thinkbroadband.com/isp/compare.html?isp_77=1&commit=Compare

Re: Plusnet ratings slipping significantly

Luzern — Tue, 07 Jul 2015 10:33:03 GMT

Have you access to monthly figures for the complete year to June?

Re: Plusnet ratings slipping significantly

rongtw — Tue, 07 Jul 2015 10:45:09 GMT

TBH am not surprised

Re: Plusnet ratings slipping significantly

TownTwins — Wed, 08 Jul 2015 15:32:15 GMT

Me neither
dick:quote

Re: Plusnet ratings slipping significantly

jelv — Thu, 03 Sep 2015 19:34:20 GMT

The slide continues!

	Jan 2015	Jun 2015	July 2015	Aug 2015
Overall Satisfaction	79%	74%	75%	73%
Reliability	80%	76%	77%	75%
Customer Service	80%	76%	76%	74%

Source: http://www.thinkbroadband.com/isp/compare.html?isp_77=1&commit=Compare

Re: Plusnet ratings slipping significantly

npr — Thu, 03 Sep 2015 20:28:53 GMT

That's a big slide in a few months.
Can't say I'm surprised though, my recent dealings with support has been very disappointing.
And then there's this ongoing peak time slowdown -- has that been happening for 8 months now.

Re: Plusnet ratings slipping significantly

anniesboy — Thu, 03 Sep 2015 20:30:51 GMT

Are they worried? http://community.plus.net/forum/index.php/topic,143332.0.html
It will depend how others are doing, all that matters in business is the botton line in accounts.
No point in being good in all departments if you are losing money

Re: Plusnet ratings slipping significantly

RobS2 — Thu, 03 Sep 2015 20:32:21 GMT

I am leaving as soon as I can. The amount you saved is offset by the poor service.

Re: Plusnet ratings slipping significantly

Estragon — Thu, 03 Sep 2015 23:21:43 GMT

They still look good against the main competition though.
Comparison from the same source.

Re: Plusnet ratings slipping significantly

w23 — Thu, 03 Sep 2015 23:42:31 GMT

I suspect that PlusNet's results remain high due to historically good ratings and customers, such as me, who haven't had ant problems since the apparent slide in customer support, maintaining UK call centre probably also helps with these ratings.
adie:green removed excessive whitespace. ]

Re: Plusnet ratings slipping significantly

RobS2 — Fri, 04 Sep 2015 10:09:23 GMT

Ultimately it is the people with the issues that shout about the poor service because in most cases there is little reason to contact an ISP when ever something isn't right. From my experience when I first joined you would never have to wait in excess of 15minutes to be answered. Now it can take in excess of 30 minutes. There is no pint having a UK call centre if the person who answers the call just relays it to someone else via email.
The source omits the better providers which may be more expensive, actually deal with issues more efficiently. If you look at the customer stats fo business users they are certainly answered in less than 10 minutes. So PlusNet can do better, they just choose not to.

Re: Plusnet ratings slipping significantly

jelv — Fri, 04 Sep 2015 10:19:55 GMT

You can compare other providers on that site.
A while ago Plusnet's ratings were around the same level as Zen.

Re: Plusnet ratings slipping significantly

Luzern — Fri, 04 Sep 2015 12:49:33 GMT

How are the average scores come by? I'll guess it's the 5.4.3.2.1 method by the numbers of opinions at the particular levels, aggregated and divided by total responses. Thus averages can cover a lot of variation in their constituents.
I am not a statistician, but instinct says that an average of 75 made of (76+74)/2 shows more consistency than if made of (100+50)/2. Likewise across the elements scored.
Perhaps there is someone qualified to agree or not. that consistency is superior to erratic in making averages. In other words do averages tell the truth he whole truth and nothing but, in the form they are so often presented?

Re: Plusnet ratings slipping significantly

npr — Fri, 04 Sep 2015 15:03:58 GMT

Quote from: lucerne
In other words do averages tell the truth he whole truth and nothing but, in the form they are so often presented?

"Lies, damned lies, and statistics"
In this case I'm inclined to believe the statistics, if only because they support how I feel about plusnet at the moment.

Re: Plusnet ratings slipping significantly

rongtw — Fri, 04 Sep 2015 15:08:29 GMT

How long Before they get lower than Talk Talk

Re: Plusnet ratings slipping significantly

Oldjim — Fri, 04 Sep 2015 15:18:16 GMT

a long time http://www.thinkbroadband.com/isp/compare.html?isp_77=1&isp_21=1&isp_22=1&commit=Compare

Re: Plusnet ratings slipping significantly

jelv — Fri, 04 Sep 2015 15:31:34 GMT

Quote from: rongtw
How long Before they get lower than Talk Talk

Quote from: Oldjim
a long time http://www.thinkbroadband.com/isp/compare.html?isp_77=1&isp_21=1&isp_22=1&commit=Compare

And that's the problem. As long as their ratings remain above Sky and TalkTalk, the Plusnet management won't be at all bothered how much they slip!

Re: Plusnet ratings slipping significantly

rongtw — Fri, 04 Sep 2015 20:59:50 GMT

Unfortunately PN are on the start of the downward slippery slope ,, soon be too far down to get back up

Re: Plusnet ratings slipping significantly

Townman — Sat, 05 Sep 2015 09:16:34 GMT

The issue is being better ran the rest of the volume providers is still best outside of the niche market providers.
On all measures, only AAISP, Zen, Deamon and Elipse out performs PlusNET. Certainly the first two are markedly more expensive, the other two I know nothing about. However given that a significant proportion of user satisfaction is predicated on BTOR performance, one wonders how those providers overall get rated better?
Could it be they have more preferential BTOR service levels than the rest of the resellers, or given that they are more expensive, they have more discerning users able to distinguish the difference between ISP and BTOR performance / failure and rate ISP performance more realistically?

Re: Plusnet ratings slipping significantly

jelv — Sat, 05 Sep 2015 09:33:17 GMT

Or (especially having seen RevK's rants) they give BTOR a lot more grief when things go wrong?