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ISPreview Study Finds One Third of UK People Unhappy with ISP Customer Support

A new survey has revealed that the humble telephone remains the most popular way for broadband ISP customers to contact their provider (49% of respondents), yet nearly a third (32%) were unhappy with their provider's customer service.

London, United Kingdom, January 24, 2018 --( A new survey of 1,116 internet users in the United Kingdom, which was conducted online with readers of consumer information website (between 23rd Nov 2017 and 18th Jan 2018), has found that 49% still prefer to contact the customer services department of their broadband ISP by phone, while 33% would rather use an online chat system and 15% still opt for email.

However a third said they were unhappy with the performance of their internet provider's customer service staff (16% "not happy" and 16% "very unhappy") and 21% of respondents said they had to contact their ISP five times or more during the past year alone.

How many times have you needed to contact your ISP in the past year?
Zero or Once - 42%
Twice - 21%
Five times or more - 21%
Three times - 9%
Four times - 6%

How happy were you with your ISP's customer service staff?
Happy - 36.5%
Very Happy - 24%
Not Happy - 16%
Very Unhappy - 16%
Unsure - 7%

Mark Jackson,'s Founder, said: "Broadly speaking most respondents were satisfied with the quality of customer service and support received from their broadband ISP (60.5%), although clearly there's still room for improvement.

"In particular, providers would do well to ensure that they have a functional online chat system and they should endeavour to keep call waiting times to a minimum, particularly if the call is charged."
Contact Information
Mark Jackson

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