BT lags in broadband satisfaction stakes

BT has come bottom of the eight major UK broadband providers in a customer satisfaction survey.

In the annual JD Power and Associates 2007 UK Broadband Internet Service Provider Satisfaction Study, the company scored 626 points out of a possible 1,000 - 42 points behind the top rated Tiscali, which scored 668.

The list from A to Z

Click on the links below to find out more...

A is for ADSL
B is for BT
C is for Cable & Wireless
D is for Dial-up
E is for Education
F is for Fibre
G is for Goonhilly
H is for HSDPA
I is for In-flight
J is for Janet
K is for Kingston
L is for Landlines
M is for Murdoch
N is for Next generation
O is for Ofcom
P is for Power lines
Q is for Quad-play
R is for Remote working
S is for Satellite phones
T is for Trains
U is for Unbundling
V is for VoIP
W is for WiMax
X is for Xbox
Y is for YouTube
Z is for Zombies

Tiscali moves up from third place in 2006, scoring well on its billing process.

But despite falling costs and rising broadband speeds, there is a continuing overall downturn in customer satisfaction this year - largely due to increasing call waiting times.

The average satisfaction level has fallen nine points compared with 2006 to 645, while the average call waiting time now stands at 17 minutes.

And for the first time in the survey's three-year history, customer service complaints outnumbered service-related questions.

Behind Tiscali comes Virgin Media with a score of 660, then Sky (657), AOL (646), Orange (636), Pipex (634), TalkTalk (630) and then BT.

Director of service industries research at JD Power, Caspar Tearle, said the high level of complaints "come as no surprise" as customers are "paying from their own pocket for these calls".

The survey - which took responses from 1,683 UK broadband customers - takes into account performance and reliability, customer service and technical support, cost, image, billing, email services and offerings and promotions.

The survey also found the average broadband subscription cost has fallen to £21.10 per month - down from £25.91 last year - and average broadband speed has risen by 40 per cent to 4.87 Mbps.

More than two-thirds of respondents said they receive services other than broadband from their ISP - such as home telephone, cable/satellite TV or mobile phone.

BT declined to comment on the findings.