Punters pleased by TalkTalk, AOL

The Carphone Warehouse has won praise for improving the customer service provided with its TalkTalk and AOL broadband services.

Research company Point Topic said that the company had overcome problems it had experienced in this area since it launched its 'free' broadband offer last year.

Overall satisfaction with broadband provision has remained static in the six months to June 2007, with 77 per cent of customers polled by Point Topic rating themselves as 'fairly satisfied' or 'very satisfied' with their ISP.

But the Carphone Warehouse has seen a marked improvement in satisfaction levels, with just nine per cent of customers saying they had a serious gripe with the company.

"This reflects the efforts that Carphone Warehouse have put into their customer service,” says Dr Katja Mueller, research director at Point Topic.

Managing director, Charles Dunstone, had previously admitted failings concerning customer service but vowed to overcome them.

“Mr Dunstone has repeatedly claimed that the company was addressing the issues and the research bears him out,” said Dr Mueller.

Seventy-three per cent of TalkTalk's customers say they are going to stay with the company once their contract is up.

However, Orange, another ISP that offers 'free' broadband, didn't do so well in the survey, with only 45 per cent of customers committing to the company's services in the future.

A separate survey carried out recently by price-comparison service uSwitch.com showed levels of satisfaction for TalkTalk and Orange were among the lowest for all ISPs, with PlusNet having the most satisfied customers.

The Carphone Warehouse bought the AOL brand in 2006.

http://point-topic.com

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