News: Customer Service/Care
O2 ranked top for customer service
30 April 2009
Internet provider O2 has been classed as the top company in the industry, but almost half of users still do not think customer service is up to scratch, suggesting training may be required.
A poll from BroadbandChoices.co.uk of over 10,000 customers found O2 was the top firm, winning all six categories.
The company was ranked on after-sales support, speed of service activation, quality and reliability, download performance, clarity of pricing and billing and value for money.
However, the bi-annual survey found almost half of users are not satisfied with the customer service and after-sales support they receive, suggesting additional training is needed.
In addition, 53 per cent of users were planning to switch their provider in the next six months.
Michael Phillips, product director of BroadbandChoices.co.uk, says: "Every time we do our survey we get inundated with customers bemoaning the after sales support they receive. This spring's survey further underlines this with customer service coming bottom across the board in terms of satisfaction."
BroadbandChoices.co.uk's previous results, in September last year, found the gap between good and bad customer service was increasing, with many firms falling down on the previous survey's results.
