Telewest Is The Most Popular UK Broadband ISP - 2005-12-16
UK cable and broadband company Telewest ranks highest in overall satisfaction among six of the United Kingdom's leading broadband internet service providers (ISPs), according to a study from marketing information firm J.D. Power and Associates.
The inaugural study examines seven factors that drive overall satisfaction with broadband Internet service providers. The importance weights are developed based on customer survey responses, reflecting what is most important to ISP customers. The factors are performance and reliability (34 per cent), customer service/technical support (14 per cent), billing (12 per cent), image (12 per cent), cost of service (10 per cent), e-mail services (10 per cent) and offerings and promotions (8 per cent).
With strong ratings in the three most important factors — performance and reliability, customer service/technical support, and billing — Telewest ranks highest overall with an index score of 729 points (on a 1,000-point scale). America Online follows Telewest with 710 points and performs particularly well in image, e-mail services and offerings/promotions. With a score of 709 points, Wanadoo ranks third, receiving favourable ratings from customers in billing. Tiscali ranks fourth overall, receiving very high ratings in cost.
More than one-half of broadband users believe it is easy to switch providers and many plan to do so in the next 12 months. Although broadband users cite cost as one of the least important factors in driving satisfaction, it plays a key role in convincing customers to switch to another provider. The study finds that 91 per cent of customers who are considering switching say that price is a critical factor that would trigger their decision to switch. Reliability of service (89 per cent) is the second-most-critical factor.
On average, broadband users spend about 20 hours per week online. The most popular online activities include buying products or services, looking at maps/finding directions, online banking, booking travel and listening to live radio/music. Inversely, fewer than 10 per cent of broadband users say they already use voice over internet protocol (VoIP). However, more than one-half of customers who do not currently use VoIP say they are interested in having the service.
Interest in bundling telecoms services with one supplier is high. However, customer demand differs with each provider. While BT, NTL and Telewest emerge as the most popular choices for providers, one-third of broadband customers interested in bundling are currently unsure of which company they should choose as a provider.
The 2005 UK Residential Broadband Internet Service Providers Study is based on responses from 935 ISP customers across the UK.
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