A report by price comparison site moneysupermarket.com has revealed that customers of smaller broadband providers are more satisfied with the service they receive.
The site, which generates scores for ISPs using user reviews, gave smaller companies such as Be Broadband, Madasfish, Eclipse and Namesco nine out of ten for customer satisfaction. Larger broadband service providers such as Tiscali and TalkTalk didn’t fare so well in the customer reviews, each scoring four out of ten. AOL, Virgin Media and Orange received five out ten while T Mobile scored eight out of ten.
James Lloyd, head of broadband at moneysupermarket.com, said smaller broadband providers came out top because they place greater emphasis on customer retention. He also said that larger ISPs that have embarked upon expensive marketing campaigns have struggled to keep up with the number of new orders, resulting in long waiting periods for customers to get up and running.
A poll of over 4,500 people conducted by the site showed that a third of broadband users changed provider due to poor service. However, Lloyd predicts satisfaction will improve as a result of new Ofcom rules that require broadband suppliers to give customers a migration authorisation code (MAC) free of charge, allowing them to switch providers more easily.