Carphone Warehouse improves customer service

Point Topic’s latest consumer broadband survey shows an improvement in customer service levels from many ISPs.

Chief among them is Carphone Warehouse, consisting of TalkTalk and AOL.  Back in December 2006, they averaged 13.6% very or fairly dissatisfied customers.  In June 2007 this dropped to 9%. 

Back in April 2007, the company said it would continue to invest in its customer service to cope with the high demand for its free broadband offer. It looks like it might finally be starting to pay off.

Of those surveyed, TalkTalk customers also seem to be the happiest where they are, with 73% happy to stay on.  A factor in this is likely to be the cost savings enjoyed by consumers on its free broadband packages.

At the opposite end of the scale, only 45% of Orange customers are happy to stay with the company.

Overall satisfaction with broadband service levels remains static at 77% this year.  However, it is a marked improvement on 2006 when levels dropped sharply in the space of 10 months.

Dr Katja Mueller, Research Director at Point Topic said:  “This reflects the efforts that Carphone Warehouse have put into their customer service.  Mr Dunstone [Founder and Chief Executive of the group] has repeatedly claimed that the company was addressing the issues and the research bears him out.”

Point Topic’s latest broadband survey was taken from a sample of over 4,000 respondents.