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11:49 27th April 2010
New figures have suggested that broadband companies are still failing to deliver good customer service.
According to a new survey by uSwitch.com, just 60 per cent of consumers are satisfied with the customer service they receive despite spending almost £3 billion a year on broadband.
The study, based on responses from more than 7,500 broadband customers, shows the biggest ever customer service gap (35 per cent) between the best and worst broadband providers.
However, Michael Phillips, product director for Broadbandchoices.co.uk, said he was surprised at the findings of the survey.
"Maybe the problem is that customers may expect more from their broadband because they are using services such as BBC iPlayer and that means they are less satisfied with their ISP," he said.
Mr Philips noted that broadband companies could be more careful in the way that they market connection packages and much clearer about what services they are offering.
Posted by Derek Oldman
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