Broadband customers left hanging on helplines

 

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By Stuart Turton

Posted on 6 Dec 2007 at 11:24

A new study has revealed that the average broadband customer is waiting nearly 20 minutes to get through to a helpline.

The survey, conducted by market research firm JD Power, queried 1,683 Broadband ISP customers across the UK and discovered that on average a customer must wait around 17 minutes before they hear a human voice at the end of the line.

The number represents a staggering increase from last year's survey, which found the average wait time to be around nine minutes. Given that customers may have to call a premium rate number, the survey's assertion that average customer satisfaction levels have tumbled is unsurprising.

Customer satisfaction has been a pressing issue for broadband ISPs recently, as anger continues to build over the discrepancies between advertised broadband speeds and actual speeds.

The survey supports the results of the recent PC Pro Awards, in which over 20,000 customers revealed their dissatisfaction with the levels of service they've been receiving, especially from the so called "free" broadband services from Orange, TalkTalk and Sky, all of which bundle internet with other services.

To see the full results of the PC Pro awards, follow the link.

Virgin Media refused to comment on the survey, however, BSkyB did respond, with a spokesperson claiming that, "on average calls to Sky Broadband's dedicated customer service number are answered within 17 seconds, once the caller has directed their call appropriately via the automated welcome message."