14 DAY TRIAL // Internet Service Providers (ISP) are the most important thing when it comes to a high quality Internet connection, performance and reliability. That's why there are numerous ISPs available out there, good and bad, cheap and expensive, small or large. But, what's more important is to have a good Internet connection at low costs and receive as much services as you need, without paying too much. J.D. Power and Associates have released a study today, in order to find out which is the best UK ISP when it comes to customer satisfaction. According to the findings, Tiscaly won the first place after it had been ranked the third in 2006. Virgin Media came in the second, while Sky took the third position.
"The 2007 study finds that call waiting times continue to increase when customers contact their ISP, with customers now waiting an average of 17 minutes before initially speaking with a representative," said Caspar Tearle, director of service industries research at J.D. Power and Associates.
"Complaints to customer service departments have risen again in 2007, and now outnumber customer service-related questions for the first time (52% vs. 48%). With customers of most suppliers paying from their own pocket for these calls, these high levels of complaints come as no surprise", he continued.
The study also revealed that 49 percent of the respondents had wireless connections at home, in comparison with 35 percent in 2006. 77 percent of the people included in the questionnaire said they have accessed a search engine this year, while 69 percent of them have bought products online.
You're probably wondering which are the most important aspects that decide which ISP is bad and which one is not. According to the study, the performance and the reliability of the services the ISPs offer are very important for the customer satisfaction. Then, we're referring to technical support, cost, image, billing, email services, offerings and promotions.