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rongtw
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WOW

Virgin Media and Plusnet Come Top in 2017 Customer Survey of UK ISPs

 

https://www.ispreview.co.uk/index.php/2017/10/virgin-media-plusnet-come-top-2017-customer-survey-uk-...

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Pete11
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Re: WOW

WOW indeed...  Thumbs Up

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Re: WOW

The comments say exactly what I'm thinking.

rongtw
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Re: WOW

Yes , i was tickled when i saw this comment Smiley

If Plusnet, with customer service waiting times in excess of 30 minutes are top, how bad are the others!

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Re: WOW

Of the 16,000 surveyed, how many were employees of the respective companies? Call me cynical, but such a small sample out of millions kind of stinks of insider jobs... Roll eyes

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Re: WOW

Having surveys that just ask you to rate the customer service doesn't tell you much. If you started with the question "Have you contacted your ISP in the last 6 months" and then only went on to ask for a rating from those who had I bet you would see a totally different picture. Instead, those people who haven't used customer service, when asked for a rating will tend to rate highly.

I'm not surprised by the value for money rating where a significant proportion of respondents will rate on price alone, not seeing the whole picture (and then moan like hell when they can't get through on the phone in a reasonable time).

jelv (a.k.a Spoon Whittler)
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rongtw
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Re: WOW

My worry is that Plusnet will now say Look we got another award in 2017 , So we dont need to improve Shocked

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Pete11
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Re: WOW


rongtw wrote: 

 

Look we got another award in 2017 , So we dont need to improve Shocked

And yet the forum is littered with people who are moaning and wanting to leave or trying to get out of a contract that they signed up for. So there is STILL room for improvement, otherwise why so many complaining?

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Re: WOW

With over 50,000 forum members, what percentage would people say are on here complaining. Wink

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rongtw
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Re: WOW

@Strat Question , what percentage  of forum members are PN customers  ?

I don't think its matters what percentage complain , But its the fact that complaints are the same problems regularly and they keep recurring .

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Re: WOW

Sounds like a lot, but how many of those 50,000 are active members?
Some just stop posting (they move ISP etc.) or some post when they have a problem, and when it is resolved disappear.