Recent research has demonstrated that businesses are unhappy
with the current quality of service from their ISPs. According to a
survey undertaken by Total Romtec which assessed the attitudes of
the 592 member organisations of the CMA (Communications Managers
Association), dissatisfaction with ISP services has increased since
last year.
On a more positive note however, the ISPs UUNet and Demon
Internet were top of the list with most satisfied customers. The
director general of the CMA hopes that this is something the other
ISP’s will aspire to, “The message from internet services customers
is that the providers must try harder… with tough economic times
ahead, customers have put quality of service at the head of their
priorities, above even price, and the providers must respond.”
The study shows that customer satisfaction is not necessariliy
reflected in customer numbers. In contradiction to its positive
score in terms of satisfaction, UUNet fell behind BT in terms of
number of subscribers. Indeed, BT’s level of customer satisfaction
was found by the study to have fallen to its lowest level since
1996.
