More than a quarter of people are left furious, upset or confused after speaking to the customer services of their broadband provider. In line with that, more than a third of people (38.5%) believe that the UK’s broadband providers offer the worst customer service of any industry, according to new research by leading alternative broadband provider, Hyperoptic.
The study also found that the thought of speaking to their broadband provider left nearly a third of people (29.9%) either feeling ‘dread’, or ‘frustration’ at how difficult it is to get in touch with a real person.
But despite nearly two thirds of respondents (60%) saying that bad customer service would make them change their broadband provider, almost a quarter (23%) have never switched, and 30% say they want to but it’s too time consuming or too much hassle. 22% said they would switch, but they know their current provider would make it hard for them to leave. 30% said they believe their broadband provider doesn’t care about them.
“The customer experience offered by most broadband providers is mediocre at best and extremely poor at worst, and people are just putting up with it. Nearly a third of the people we spoke to said their broadband provider doesn’t care about them, yet they continue to put up with it. They don’t know that there is a better option available. As the original broadband market disruptor and the first to deliver gigabit broadband to the UK, we’re now setting out to disrupt the customer experience status quo, showing people how broadband should be done.”
Hyperoptic’s Founder and CEO Dana Tobak
More than a third (39.5%) of those unhappy with the service from their current provider say it’s difficult to get through to a real person, while 39.3% say they are passed around to different people. However, just 5% of those customers are in the process of making a switch, and 23% have never switched.
The majority of those disgruntled with their provider’s service (80%) have considered switching but say it isn’t on their list of priorities, it’s too much hassle, or it’s too time consuming.
The findings come as Hyperoptic relaunches with a renewed focus on its customer commitments, presenting a welcome alternative to providers that offer poor customer service, mid-contract price hikes and unreliable network connectivity. The launch includes Hyperoptic’s latest TV campaign, which promises being ‘hyper reliable and hyper serious about service’.
