Half of broadband customers unhappy with supplier

The UK now spends £2.6 billion per year on broadband, but nearly half of consumers are dissatisfied with their service, new research by uSwitch.com has discovered.

The price comparison site found that brand loyalty is rapidly declining, with traditional suppliers losing out to smaller competitors who offer better customer service.

Consumers now look for speed, value and good customer service, rather than a well known supplier.

Steve Weller, uSwitch.com communications expert, said: “Broadband has become such a vital part of people’s lives that, despite the tough economic climate, consumers are willing to pay for a fast speed, reliable connection and good old-fashioned customer service.”

He added that many more established providers have “lost sight of what customers want”.

The average bill has fallen 12%, whilst the average speed of broadband connections has increased 18%.

Despite this, more than two in five (42%) of those polled said they are unhappy with the service they receive, and there is now the widest ever gap between the most satisfied and the least satisfied customers.

One success story was O2 broadband, which triumphed for good customer service.

Nine in ten (92%) of O2′s customers reported satisfaction with their broadband service, and the company came top in nine out of the 11 categories, including Best Value for Money, Best Customer Service, and Best Speed.

Plusnet and Sky also ranked highly, whilst the lowest rated were BT, Orange, and AOL Broadband.

Weller concluded: “The difference in performance between the best and worst companies is now greater than ever, so it’s vital for customers to keep tabs on their situation to make sure that they are getting the best bang for their buck.”