Survey reveals broadband providers customers are most and least satisfied with

TalkTalk has been ranked bottom in a broadband customer service survey, with 38% describing it as poor.

Over 7,000 people took part in the survey from consumer help website MoneySavingExpert.com, which said “relative minnow” Zen had come out top.

Only providers with 75 votes or more were included on the list.

Some 94% of Zen customers ranked its service as great while only 2% said it was poor.

Just over a quarter (26%) of TalkTalk customers ranked its service as great.

MoneySavingExpert said in the previous survey around six months ago, 45% gave TalkTalk a poor rating, suggesting its efforts to improve customer service have reaped some rewards.

Of the larger internet providers, 58% of Plusnet customers said its service was great, as did 53% of John Lewis customers.

Helen Saxon, chief product analyst at MoneySavingExpert.com said: “Many of us rely on a fast and stable broadband connection, whether it’s because we’re working from home, or we want to binge the latest boxset. If things go wrong, customer service is key.

“The results of our poll show that most of the big broadband providers aren’t exactly wowing anyone with their service levels.

“But, if you’re out of contract, there’s no need to stick around paying up to £50 a month to a provider you’re not happy with. The cheapest deals tend to charge from £20 per month – so the savings could be massive.”

A TalkTalk spokesman said: “While these results are disappointing, we have seen more customers than ever staying with us this year as we roll-out major service improvements.”

He said improvements have included new online tools to help customers resolve issues quickly and conveniently, adding: “All these initiatives are starting to deliver improvement in satisfaction levels.”

Here is how the providers were ranked by MoneySavingExpert.com, with the percentages of customers describing their service as great, followed by OK and poor:

1. Zen, 94%, 4%, 2%
2. Plusnet, 58%, 27%, 15%
3. John Lewis, 53%, 31%, 16%
4. EE, 42%, 39%, 19%
5. Vodafone, 43%, 28%, 29%
6. Sky, 34%, 45%, 21%
7. Virgin Media, 38%, 38%, 25%
8. BT, 33%, 37%, 29%
9. Post Office, 28%, 41%, 31%
10. TalkTalk, 26%, 35%, 38%

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