ISPreview Poll - Consumers Tell UK ISPs to Offer Useful Service Status Pages
The latest ISPreview study of 625 Internet connected consumers in the United Kingdom has revealed that many consumers are still unsure about whether or not their ISP offers a constructive Service Status page for monitoring network faults and 86% would like the national telecoms regulator, Ofcom, to make offering such content a mandatory requirement.
The survey also asked respondents whether or not their existing mobile, phone or broadband provider offered an online Service Status page and 61% said "Yes", while 25% didn't know if their provider offered such a thing and 15% answered with a flat "No."
"It's perhaps ironic that some communication providers aren't terribly effective at the business of actually communicating with customers when problems arise," said ISPreview.co.uk's Founder, Mark Jackson. "Service outages can occur for all sorts of reasons, but not all providers offer a constructively useful Service Status page and many of those that do are often either painfully slow to reflect new problems or may only offer the vaguest of explanations."
"A constructive Service Status page should ideally inform you about which areas are being impacted by the fault, roughly what the problem itself is and then approximately how long it may take to resolve. Indeed it's ultimately in the interests of the provider to ensure that such information is made available because it can help to reduce the number of repetitive calls to customer support lines. In this day and age we'd be inclined to avoid any provider that couldn't provide a useful Service Status page to the public," concluded Jackson.