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News : Plusnet Tops The Charts for Customer Service
London, UK, June 29, 2015 -- A week after announcing that it was ending 24/7 customer support for its consumer broadband division, Plusnet emerged victorious following a survey carried out by MoneySavingExpert.
More than 14,000 customers were polled, and asked to rate eight of the biggest providers on the quality of their home broadband customer service, and also their home phone customer service, by assigning them a 'great', 'OK' or 'poor' rating.
Plusnet topped both charts, with 68% of customers saying its broadband service was great, 23% rating it OK and just 9% finding it to be poor.
At the other end of the scale, TalkTalk was ranked lowest, with only 25% of consumers ranking its broadband customer service as great, 38% saying it was OK and 42% classing it as poor.
It was a similar story in the home phone chart, with Plusnet faring even better (70% great, 24% OK, 6% poor) and TalkTalk being joined at the bottom of the table by EE.
According to TalkTalk, the results of the poll are at odds with the reduction in complaints that the company has seen internally, and also based on responses from a relatively small sample of consumers.
Another important note is that many smaller broadband providers are not included in the list, even though recent polls suggest that many of them have superior customer service.
A report published by Broadband Rating in early June found that people calling customer services at Exa Networks were only required to wait an average of 9.83 seconds before being dealt with.
In contrast, customers calling Plusnet - which performed strongly in the consumer surveys above - were forced to wait 988.57 seconds (16.48 minutes) before they were put through to a human being.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Plusnet
Back in 1997 Plusnet was born. Its plan was simple - to think and act differently from other providers and save its customers money. More than a decade later, the company is still providing great value phone and broadband from its HQ in Yorkshire. In fact, Plusnet guarantees it "won't be beat" on price for standalone broadband. Plusnet's telephone and online support provides loads of help right around the clock and the company offers customers the chance to compare broadband prices online to ensure that they are getting the best deal possible.
MoneySavingExpert.com is a British consumer finance information and discussion website founded by financial journalist Martin Lewis in February 2003 with the aim of providing information and journalistic articles enabling people to save money. In September 2012 it was bought by the moneysupermarket.com group for up to £87M.
Published: Wednesday, July 1, 2015