A survey looking at UK broadband services has revealed a downturn in customer satisfaction levels. Customer complaints now outnumber service-related enquiries by 52% to 48%, the study by market research firm JD Power found. According to the survey, people wait an average of 17 minutes to get technical help from their broadband provider. Ratings for performance and reliability of broadband services were also down on last year"s figures.
The survey, now in its third year, looked at eight of the UK"s leading broadband providers and examined them on seven factors including performance, reliability, customer service and technical support. Tiscali came out on top, scoring 668 out of a possible 1,000, with BT coming in last place with 626. Average satisfaction levels, judged largely on reliability of service, have fallen by nine points to an average of 645.