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CPW to invest more in broadband customer service

In its fourth quarter update, Carphone Warehouse says it is making excellent progress in broadband migrations and announced continued investment in customer service.

As of 31 March 2007, Carphone Warehouse had 2.27m broadband subscribers, with 702,000 on unbundled lines.  This includes its AOL customer base.  It has also unbundled 1,024 exchanges, two months ahead of schedule.  One of the issues faced by some customers has been the long wait for broadband if their exchange wasn’t bundled.

Carphone Warehouse also said that it is likely to spend £10-£15m extra as it seeks to improve service levels, but other broadband economics are in line with original figures.

Charles Dunstone, Chief Executive Officer, said:

“In our broadband business, we have made excellent progress both on the rate of customer migration to unbundled lines, and the roll-out of our network of unbundled exchanges.  The delays we reported in migration earlier in the year mean we are still a little behind our original business plan; but the current momentum of customer recruitment and migration gives us confidence that we will make up the lost ground by the summer.  In our programme of unbundling exchanges, we have exceeded our initial target of unbundling 1,000 exchanges two months ahead of schedule.“

Related links

• Carphone Warehouse trading statement