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.