If you want top-notch service from your broadband supplier you might be wise to avoid some of the UK's bigger Internet Service Providers (ISPs). The consumer champions at Which? have just revealed their winners when it comes to customer satisfaction and coming top of the pile is Zen Internet. This smaller ISP - which services around 200,000 users - scored an impressive rating of 86 which is well ahead of some of its much larger rivals.
Coming second was another lesser-known provider called Utility Warehouse with a decent score of 74.
“Our industry has a poor reputation for managing customer expectations and being transparent with communications. It is time for this to stop and for providers to give consumers much greater support for the services they are paying for," said Richard Tang, CEO, Zen Internet.
"For households looking to switch, it’s crucial to consider not only the price point, but quality of service, customer experience, and the ethical credentials of providers, given that these are the real differentiating factors from one provider to the next.”
So, Zen and Utility Warehouse have both been crowned winners but which ISP isn't doing so well?
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According to Which? Virgin Media needs to up its game if it's going to compete with its smaller rivals. The popular provider came last in the survey with a satisfaction score of just 38.
It's not been the best week for Virgin with the firm also coming last in the latest Ofcom ratings. The provider says it is working hard to improve things and make its service better for customers.
“We’re committed to providing an excellent service to our customers," a Virgin spokesperson explained. "We acknowledge there is a need for improvement, which is underway, and we’re focused on getting this right. We are investing heavily and making changes across our business to deliver tangible improvements.”
Which? says it has now launched a customer service campaign calling on any providers who are falling short to up their game by providing easy routes to solutions and keeping customers informed when a resolution to their problem will take a longer amount of time.
Speaking about the latest research, Rocio Concha, Which? Director of Policy and Advocacy, said: "Customer service has hit rock bottom - with some customers stuck in endless loops just trying to get help.
"While many consumers will rightly consider switching, firms that are falling short must urgently make improvements so all customers are getting the standard of service and support they need and deserve."
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