Latest results from Consumer on ISPs

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euanandrews

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#10140 6-Nov-2006 20:01

Have just seen the latest results from Consumer regarding performance of ISP's, interesting read...

Has thrown up a surprise or two, but overall the main results are unsuprising...such as Ihug and Paradise have plummeted in the ratings, but the two top performers are roughly the same as the last Consumer review.

The general result is people are unhappy with broadband. It that easy.

A summarized cersion of the results:

Overall
First - Inspire (third year in a row)
Second - Actrix
Third - Xnet
Last - Xtra

Quick summary of best and worst...

Inspire:
Overall: 97% of respondents rated its performance as good or very good
Broadband: 100% of respondents were satisfied with the performance they recieved
Customer service: 75%+ of customers were happy

Xtra:
Overall: 55% of respondents rated its performance as good or very good(down from 78% previous year)
Broadband: 57% of respondents were satisfied with the performance they received
Customer service: 53% of customers were happy

jesseycy

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#51380 7-Nov-2006 00:03

Really? Haha, no wonder I'm pretty satisfied with my ISP (Actrix)...

But really, sometimes, I can't imagine how some users can stand queing for customer service (like iHug), not having a problem dealt with promptly (lots of ISPs), unreachable speeds and no refunds (take your pick), etc...

In the end, while all of us whine and complain, with UBS, even though it all goes back to Telecom, we do have a choice.. At least for good customer service! And so, hey, if you're unhappy with your ISP? For goodness sake, just change!

Anyway, I think there are main things ISPs should bear in mind

#1: Come up with a good variety of plans... Data and speed-wise. The lack of 1Mbps plans and 2Mbps plans that ISPs offer seems ridiculous to me... What about those that can't really reach 7.6Mbps? I'm sure there's a huge market chunk who would be happy with 1Mbps or 2Mbps..

#2: Reply your customers promptly....

#3: Take responsibility when something goes wrong... it's better to know that something is wrong, than digging up news from everywhere and not knowing what's wrong...

#4: Set good internet usage policies.. Do you port shape? Do you throttle P2P, etc... Make it clear, and let your customers choose whether to go with you....

Not that hard, issit?

freitasm

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#51398 7-Nov-2006 07:18

jesseycy: #2: Reply your customers promptly....

#3: Take responsibility when something goes wrong... it's better to know that something is wrong, than digging up news from everywhere and not knowing what's wrong...

I think most ISPs in New Zealand fail miserably on at least those two items.

cokemaster

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#51429 7-Nov-2006 11:49

Indeed and my pet peeve with Ihug:

5) If you promise to do action something... action it. I called up for another account to get a static IP added and the person didn't even ask me for the account number.I had to then call back because it wasn't actioned (and had to wait for 30 minutes). At the time I should have picked up (how could you action a static IP request without asking for the account details) however it wasn't one of my greatest moments.

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euanandrews

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#51432 7-Nov-2006 12:10

I have to admit, I do question the accuracy of such results...

In this example, consumer derives thier results from responses to thier survey, and depending on the size or the ISP and its user base, some are going to get far less replys than others...obviously the more responses you have the more accurate the survey is going to be.

Inspire only got 89 responses as opposed to xtras 4598...

Further more, one could question if a ISP business wanted to twist the results in thier favour (good results amkes for makes good advertising) they could for example, get all thier own employees, who might have the companys broadband, to respond to the survey with favorable remarks.

Perfect example of that is Telecom, wanting to show the government they had increased broadband uptake, offered free basic broadband to all thier employees and employees of companys associated to them, hence my old mans free broadband (Telecom 25 years, then connecttel, now downer)