Accessibility Statement Skip Navigation
  • Resources
  • Blog
  • Journalists
  • +44 (0)20 7454 5110
  • Client Login
  • Send a Release
Return to PR Newswire homepage
  • News
  • Products
  • Contact
When typing in this field, a list of search results will appear and be automatically updated as you type.

Searching for your content...

No results found. Please change your search terms and try again.
  • News in Focus
      • Browse News Releases

      • All Public Company News
      • All Multimedia News
      • View All News Releases

      • Regulatory News

      • D/A/CH Regulatory News
      • UK Regulatory News
      • View All Regulatory News

  • Business & Money
      • Auto & Transportation

      • Aerospace & Defense
      • Air Freight
      • Airlines & Aviation
      • Automotive
      • Maritime & Shipbuilding
      • Railroads & Intermodal Transportation
      • Supply Chain/Logistics
      • Transportation, Trucking & Railroad
      • Travel
      • Trucking & Road Transportation
      • View All Auto & Transportation

      • Business Technology

      • Blockchain
      • Broadcast Tech
      • Computer & Electronics
      • Computer Hardware
      • Computer Software
      • Data Analytics
      • Electronic Commerce
      • Electronic Components
      • Electronic Design Automation
      • Financial Technology
      • High Tech Security
      • Internet Technology
      • Nanotechnology
      • Networks
      • Peripherals
      • Semiconductors
      • View All Business Technology

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film & Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Financial Services & Investing

      • Accounting News & Issues
      • Acquisitions, Mergers & Takeovers
      • Banking & Financial Services
      • Bankruptcy
      • Bond & Stock Ratings
      • Conference Call Announcements
      • Contracts
      • Cryptocurrency
      • Dividends
      • Earnings
      • Earnings Forecasts & Projections
      • Financing Agreements
      • Insurance
      • Investments Opinions
      • Joint Ventures
      • Mutual Funds
      • Private Placement
      • Real Estate
      • Restructuring & Recapitalisation
      • Sales Reports
      • Shareholder Activism
      • Shareholder Meetings
      • Stock Offering
      • Stock Split
      • Venture Capital
      • View All Financial Services & Investing

      • General Business

      • Awards
      • Commercial Real Estate
      • Corporate Expansion
      • Earnings
      • Environmental, Social and Governance (ESG)
      • Human Resource & Workforce Management
      • Licensing
      • New Products & Services
      • Obituaries
      • Outsourcing Businesses
      • Overseas Real Estate (non-US)
      • Personnel Announcements
      • Real Estate Transactions
      • Residential Real Estate
      • Small Business Services
      • Socially Responsible Investing
      • Surveys, Polls & Research
      • Trade Show News
      • View All General Business

  • Science & Tech
      • Consumer Technology

      • Artificial Intelligence
      • Blockchain
      • Cloud Computing/Internet of Things
      • Computer Electronics
      • Computer Hardware
      • Computer Software
      • Consumer Electronics
      • Cryptocurrency
      • Data Analytics
      • Electronic Commerce
      • Electronic Gaming
      • Financial Technology
      • Mobile Entertainment
      • Multimedia & Internet
      • Peripherals
      • Social Media
      • STEM (Science, Tech, Engineering, Math)
      • Supply Chain/Logistics
      • Wireless Communications
      • View All Consumer Technology

      • Energy & Natural Resources

      • Alternative Energies
      • Chemical
      • Electrical Utilities
      • Gas
      • General Manufacturing
      • Mining
      • Mining & Metals
      • Oil & Energy
      • Oil & Gas Discoveries
      • Utilities
      • Water Utilities
      • View All Energy & Natural Resources

      • Environ­ment

      • Conservation & Recycling
      • Environmental Issues
      • Environmental Policy
      • Environmental Products & Services
      • Green Technology
      • Natural Disasters
      • View All Environ­ment

      • Heavy Industry & Manufacturing

      • Aerospace & Defence
      • Agriculture
      • Chemical
      • Construction & Building
      • General Manufacturing
      • HVAC (Heating, Ventilation & Air-Conditioning)
      • Machinery
      • Machine Tools, Metalworking & Metallurgy
      • Mining
      • Mining & Metals
      • Paper, Forest Products & Containers
      • Precious Metals
      • Textiles
      • Tobacco
      • View All Heavy Industry & Manufacturing

      • Telecomm­unications

      • Carriers & Services
      • Mobile Entertainment
      • Networks
      • Peripherals
      • Telecommunications Equipment
      • Telecommunications Industry
      • VoIP (Voice over Internet Protocol)
      • Wireless Communications
      • View All Telecomm­unications

  • Lifestyle & Health
      • Consumer Products & Retail

      • Animals & Pets
      • Beers, Wines & Spirits
      • Beverages
      • Bridal Services
      • Cannabis
      • Cosmetics & Personal Care
      • Fashion
      • Food & Beverages
      • Furniture & Furnishings
      • Home Improvement
      • Household, Consumer & Cosmetics
      • Household Products
      • Jewellery
      • Non-Alcoholic Beverages
      • Office Products
      • Organic Food
      • Product Recalls
      • Restaurants
      • Retail
      • Supermarkets
      • Toys
      • View All Consumer Products & Retail

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film & Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Health

      • Biometrics
      • Biotechnology
      • Clinical Trials & Medical Discoveries
      • Dentistry
      • FDA Approval
      • Fitness/Wellness
      • Health Care & Hospitals
      • Health Insurance
      • Infection Control
      • International Medical Approval
      • Medical Equipment
      • Medical Pharmaceuticals
      • Mental Health
      • Pharmaceuticals
      • Supplementary Medicine
      • View All Health

      • Sports

      • General Sports
      • Outdoors, Camping & Hiking
      • Sporting Events
      • Sports Equipment & Accessories
      • View All Sports

      • Travel

      • Amusement Parks & Tourist Attractions
      • Gambling & Casinos
      • Hotels & Resorts
      • Leisure & Tourism
      • Outdoors, Camping & Hiking
      • Passenger Aviation
      • Travel Industry
      • View All Travel

  • Policy & Public Interest
      • Policy & Public Interest

      • Animal Welfare
      • Corporate Social Responsibility
      • Economic News, Trends & Analysis
      • Education
      • Environmental
      • European Government
      • Labour & Union
      • Natural Disasters
      • Not For Profit
      • Public Safety
      • View All Policy & Public Interest

  • People & Culture
      • People & Culture

      • Aboriginal, First Nations & Native American
      • African American
      • Asian American
      • Children
      • Diversity, Equity & Inclusion
      • Hispanic
      • Lesbian, Gay & Bisexual
      • Men's Interest
      • People with Disabilities
      • Religion
      • Senior Citizens
      • Veterans
      • Women
      • View All People & Culture

  • Overview
  • Distribution
  • Paid Placement
  • Multichannel Amplification
  • Disclosure Services
  • SocialBoost
  • Rooms
    • MediaRoom
    • ESG Rooms
  • AI Tools
  • General Enquiries
  • Media Enquiries
  • Partnerships
  • Hamburger menu
  • Cision PR Newswire UK provides press release distribution, targeting, monitoring, and marketing services
  • Send a Release
    • Phone

    • +44 (0)20 7454 5110 from 8 AM - 5:30 PM GMT

    • ALL CONTACT INFO
    • Contact Us

      +44 (0)20 7454 5110
      from 8 AM - 5:30 PM GMT

  • Client Login
  • Send a Release
  • Resources
  • Blog
  • Journalists
  • News in Focus
    • Browse News Releases
    • Regulatory News
  • Business & Money
    • Auto & Transportation
    • Business Technology
    • Entertain­ment & Media
    • Financial Services & Investing
    • General Business
  • Science & Tech
    • Consumer Technology
    • Energy & Natural Resources
    • Environ­ment
    • Heavy Industry & Manufacturing
    • Telecomm­unications
  • Lifestyle & Health
    • Consumer Products & Retail
    • Entertain­ment & Media
    • Health
    • Sports
    • Travel
  • Policy & Public Interest
    • Policy & Public Interest
  • People & Culture
    • People & Culture
  • Client Login
  • Send a Release
  • Resources
  • Blog
  • Journalists
  • Overview
  • Distribution
  • Paid Placement
  • Multichannel Amplification
  • Disclosure Services
  • Cision Communications Cloud®
  • AI Tools
  • Client Login
  • Send a Release
  • Resources
  • Blog
  • Journalists
  • General Enquiries
  • Media Enquiries
  • Partnerships
  • Client Login
  • Send a Release
  • Resources
  • Blog
  • Journalists

J.D. Power and Associates Reports: Managing Customer Expectations for Value, Speed and Reliability Are Key to Satisfaction and Brand Differentiation for Broadband Internet Service Providers


News provided by

J.D. Power and Associates

31 Mar, 2011, 00:01 GMT

Share this article

Share toX

Share this article

Share toX

LONDON, March 30, 2011 /PRNewswire/ --

- Plusnet Ranks Highest in Customer Satisfaction among Fixed Broadband Service Providers in the UK, While O2 Ranks Highest among UK Mobile Broadband ISPs for a Third Consecutive Year

As broadband Internet service becomes increasingly commoditized, service providers that successfully manage customer expectations around network performance and value can benefit from increased customer satisfaction and brand differentiation, according to the J.D. Power and Associates 2011 UK Fixed Broadband ISP Customer Satisfaction Study(SM) and the J.D. Power and Associates 2011 UK Mobile Broadband ISP Customer Satisfaction Study(SM), both released today.

(Logo: http://photos.prnewswire.com/prnh/20050527/LAF028LOGO-a)

The studies examine five factors that drive overall satisfaction with broadband Internet service providers: performance and reliability; billing(1); cost of the service; customer service/technical support; and offerings and promotions.

"Customer expectations are continually rising when it comes to broadband service-users want it to be faster, less expensive and constantly available without interruption," said Stuart Crawford-Browne, director of service industries research at J.D. Power and Associates. "However, properly setting and managing customer expectations through transparent and clear communications and customer service can go a long way in helping ISPs differentiate themselves from the competition."

Among fixed broadband service customers, approximately 24 percent indicate that the network speed they experience is slower than they expected. Overall satisfaction among these customers averages 512 on a 1,000-point scale, compared with an average of 652 among customers who indicate the network speed meets their expectations. Among mobile broadband customers, 25 percent indicate they have experienced slower-than-expected network speed, and satisfaction among these customers averages 503. In contrast, among mobile broadband customers who indicate that the network speed meets their expectations, satisfaction averages 638.

"It is particularly critical for ISPs to deliver on promised network speeds, particularly when these expectations are being set by marketing and advertising messaging," said Crawford-Browne. "Rather than advertising maximum network speeds, providers can benefit from communicating the range of speeds that customers can realistically expect to experience. Even though connection speeds may be affected by location and customer computer and software configurations, any perceived lag may be attributed to the service provider, thus lowering satisfaction levels."

The study finds that offering loyalty incentives to broadband service customers can be particularly effective in improving satisfaction by elevating customer perceptions of value for the price paid. Among fixed broadband customers, there is a 76-point gap in satisfaction between those who indicate they received some kind of loyalty incentive (678, on average), compared with customers who did not (602, on average). Among mobile broadband customers, the gap averages 74 points (668 vs. 594, respectively).

There is ample opportunity for broadband ISPs to utilise loyalty incentives to help improve satisfaction. Only 33 percent of mobile broadband customers and 38 percent of fixed broadband customers report receiving some type of loyalty incentive.

Fixed Broadband Internet Service Provider Rankings

Plusnet ranks highest among fixed broadband Internet service providers with a score of 717 and performs particularly well in the performance and reliability and cost of service factors. O2 (710) and Sky (663) follow Plusnet in the rankings. O2 performs particularly well in the offerings and promotions and billing and customer service factors.

Mobile Broadband Internet Service Provider Rankings

Among mobile broadband Internet service providers, O2 ranks highest for a third consecutive year and achieves a score of 648. O2 performs particularly well in the performance and reliability factor. Following O2 in the rankings are Orange (629) and 3 (622).

While 39 percent of mobile broadband customers and 28 percent of fixed broadband customers say they "probably would" or "definitely would" switch Internet service providers within the next 12 months, undertaking efforts to retain these customers can help providers experience a long-term lift in satisfaction. The longer a broadband customer stays with their provider, the higher their satisfaction, on average. Among fixed broadband customers who have been with their provider for up to one year, satisfaction averages 615, compared with an average of 641 among customers who have been with their provider for more than two years. Among mobile broadband customers, the difference in satisfaction averages 19 points (616 vs. 635, respectively.)

The 2011 UK Fixed Broadband ISP Customer Satisfaction Study, now in its sixth year, is based on responses from 2,041 residential customers with fixed line broadband services across the UK. The 2011 UK Mobile Broadband ISP Customer Satisfaction Study, now in its third year, is based on responses from 1,244 mobile broadband customers. Both studies were fielded between February and March 2011.

(1) In the UK Mobile Broadband ISP Customer Satisfaction Study, this factor is referred to as billing/topping up, to include pre-pay customers who are replenishing credits for mobile broadband usage.

    
    2011 UK Fixed Broadband ISP Customer Satisfaction Study
    Customer Service Index Ranking        J.D. Power.com Power Circle Ratings
    (Based on a 1,000-point scale)        For Consumers
    Plusnet                       717                 5
    O2                            710                 5

    Sky                           663                 4

    Orange                        634                 3
    Virgin Media                  631                 3
    Industry Average              631                 3
    TalkTalk                      626                 3
    BT                            616                 3

    AOL                           570                 2



    Customer Satisfaction Component Weights - Fixed Broadband ISP Segment
    Reliability                                                  35%
    Cost of Service                                              20%
    Offerings and Promotions                                     18%
    Billing                                                      17%
    Customer Service/Technical Support                           10%



    2011 UK Mobile Broadband ISP Customer Satisfaction Study
    Customer Service Index Ranking        J.D. Power.com Power Circle Ratings
    (Based on a 1,000-point scale)        For Consumers
    O2                            648                 5

    Orange                        629                 4

    3                             622                 3
    Industry Average              619                 3

    T-Mobile                      608                 2

    Vodafone                      593                 2



    Customer Satisfaction Component Weights - Mobile Broadband ISP Segment
    Performance and Reliability                                  34%
    Cost of Service                                              24%
    Billing/Topping up                                           18%
    Offerings and Promotions                                     14%
    Customer Service/Technical Support                            9%



    Power Circle Ratings Legend:
    5 - Among the best
    4 - Better than most
    3 - About average
    2 - The rest

About J.D. Power and Associates

The European headquarters of J.D. Power and Associates is located in Munich, Germany. With world headquarters in Westlake Village, California, U.S.A., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor's, McGraw-Hill Education, Platts energy information services and J.D. Power and Associates. The Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

Media Relations Contacts:

Stuart Crawford-Browne, Guildford, Surrey; United Kingdom; +44-1483-207610; stuart.crawford-browne@jdpa.com

John Tews; J.D. Power and Associates; Troy, Michigan USA; +1-248-312-4119; media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com

Modal title

Contact PR Newswire

  • +44 (0)20 7454 5110
    from 8 AM - 5:30 PM GMT
  • General Enquiries
  • Media Enquiries
  • Partnerships

Products

  • Content Distribution
  • Multimedia Services
  • Disclosure Services
  • Cision Communications Cloud®

About

  • About PR Newswire
  • About Cision
  • Partnering Opportunities
  • Careers
  • Accessibility Statement
  • APAC
  • APAC - Simplified Chinese
  • APAC - Traditional Chinese
  • Brazil
  • Canada
  • Czech
  • Denmark
  • Finland
  • France
  • Germany
  • India
  • Indonesia
  • Israel
  • Japan
  • Korea
  • Mexico
  • Middle East
  • Middle East - Arabic
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Russia
  • Slovakia
  • Spain
  • Sweden
  • United States
  • Vietnam

My Services

  • All News Releases
  • Customer Portal
  • Resources
  • Blog
  • Journalists
  • Data Privacy

Do not sell or share my personal information:

  • Submit via Privacy@cision.com 
  • Call Privacy toll-free: 877-297-8921

Contact PR Newswire

Products

About

My Services
  • All News Releases
  • Customer Portal
  • Resources
  • Blog
  • Journalists
+44 (0)20 7454 5110
from 8 AM - 5:30 PM GMT
  • Terms of Use
  • Privacy Policy
  • Information Security Policy
  • Site Map
  • RSS
  • Cookie Settings
Copyright © 2025 PR Newswire Europe Limited. All Rights Reserved. A Cision company.