Rate your broadband service!

Happy with broadband? Or is it letting you down?

Rate your broadband ISP here >>

Plusnet and O2 top broadband satisfaction in J.D. Power study

J.D. Power released the results of its 2011 UK Fixed Broadband ISP and Mobile Broadband ISP Customer Satisfaction Study earlier today.

The study was done in terms of five drivers of overall customer satisfaction.  Performance and reliability, billing, cost of the service, customer service and technical support and offers and promotions.

In the fixed broadband category, Plusnet came out top, followed by O2 and Sky.  Plusnet did particularly well in performance and reliability and cost of service.  O2 wasn’t far behind in second place, and was noted for offerings and promotions, billing and customer service.

Almost a quarter of all respondants in the study said the network speed was slower than expected, so customers satisfaction levels were slightly lower amongst this group.

Stuart Crawford-Browne, Director of service industries research at J.D. Power and Associates cited the importance of delivering on network speeds.  “Rather than advertising maximum network speeds, providers can benefit from communicating the range of speeds that customers can realistically expect to experience”, said Crawford-Browne.

“Even though connection speeds may be affected by location and customer computer and software configurations, any perceived lag may be attributed to the service provider, thus lowering satisfaction levels.”

In the mobile broadband study, O2 came first, followed by Orange and 3.  It was a similar story as a quarter of respondants were less than satisfied as the network speed was again slower than they expected.  O2 did particularly well in terms of performance and reliability.

The studies are based on responses from 2,041 residential fixed line broadband customers and 1,244 mobile broadband customers between the months of February and March 2011.

Happy with your broadband provider?

You can now rate your broadband (fixed line or mobile) provider in our broadband reviews section.