Plusnet ratings slipping significantly

[#1]

	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

[#2]

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

[#3]

TBH am not surprised 

[#4]

Me neither
dick:quote

[#5]

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

[#6]

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. 

[#7]

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

[#8]

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

[#9]

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

[#10]

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. ]

[#11]

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.

[#12]

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

[#13]

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?

[#14]

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.

[#15]

How long Before they get lower than  Talk Talk