Broadband customers fume over call centre delaysTime spent on hold is growing

05 December 2006

A mouse before a keyboard.

The time people spend on the phone to their broadband provider is growing and is damaging customer satisfaction, a new survey claims.

JD Power and Associates says that people now spend on average 8.7 minutes on hold when they try to phone their supplier – up from 6.7 minutes last year.

It polled more than 1,400 UK broadband customers who were asked to rate seven leading providers according to seven different criteria.

Talk Talk came bottom of the 2006 customer satisfaction poll, while Telewest came top.

Increased complaints

The survey also found that volume of complaints to call centres now equals the number of queries, while 20 per cent of broadband customers changed their internet provider in the last year - up from 15 per cent in 2005.

Caspar Tearle of JD Power & Associates, said: ‘The 2006 study highlights the adverse effect poor call management can have on customer satisfaction levels.’

The study also found that broadband customers now spend an average £25.91 per month - an increase of £3.59 on last year - and spend an average 23 hours per week online in their homes.

Online activities

The most popular online activities are buying products and services, getting maps or directions, online banking and accessing music.

The 2006 customer satisfaction index rates broadband companies by awarding points out of 1000.

Telewest - 701
AOL - 679
Tiscali - 657
BT - 651
Orange - 650
NTL - 617
Talk Talk - 615