Thread: Tiscali "wins" broadband supplier of the year in customer satisfaction survey...

Whats odd about that ?

Well mostly that the annual JD Power "customer satisfaction survey" doesn't actually seem to involve any customers, as it's largely decided by industry experts

So congrats on Tiscali for out-bribing numbers 2 and 3 in this years awards - Virgin and Sky - maybe they used some of the millions they saved by farming their support out to a bunch of non-english speakers in mumbai, where you have to hold for at least 30 minutes @ 10p/min to get to not speak to someone with clue

Ah yes, the JD power survey - 1600 samples from memory and it only cover 8 providers. Not worth the paper it isn't printed on. Lambasted ThinkBoradband for even publishing it on the front-page - completely not news worthy when it's got such a tiny tiny tiny sample size and only covers 8 providers.

Just like most 'industry' awards really. Waste of bloody time.

Only problem is, it gets picked up by the news outlets and people will believe it's all good and true and proper without reading the small print, that says, "It's worthless really as we asked less people than live in the same village as you and we only asked them if they were using one of eight ISPs".

and how many people, in any survey would say they're satisfied with customer support simply through the fact they've never had to contact customer support?

Originally Posted by CrystalVPS

and how many people, in any survey would say they're satisfied with customer support simply through the fact they've never had to contact customer support?

almost but not quite a bit of digging shows the "survey" also involved contacting 250 customers of each of the 8 largest suppliers, who have all contacted the support and asked for a rating out of 10 - so the highest possible "score" a supplier could therefore get is 2500 ...
and they scored:
Tiscali 668
Virgin Media 660
Sky Broadband 657
AOL 646
Orange 636
Pipex 634
Talk Talk 630
BT 626

yes the *winner* scored a massive average of 2.672/10 whilst the "loser" scored a similar 2.504/10
of the 2000 respondants, 317 scored their supplier as ZERO or refused to take part and so weren't actually counted, but had the nil's been included the overall average would have been closer to 2/10

And this is people who'd contacted the support dept for any reason, not people who were necessarily complaining !

They'll be doing BSc's in 'Spin' soon, you mark my words!

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Originally Posted by othellotech

almost but not quite a bit of digging shows the "survey" also involved contacting 250 customers of each of the 8 largest suppliers, who have all contacted the support and asked for a rating out of 10 - so the highest possible "score" a supplier could therefore get is 2500 ...
and they scored:
Tiscali 668
Virgin Media 660
Sky Broadband 657
AOL 646
Orange 636
Pipex 634
Talk Talk 630
BT 626

yes the *winner* scored a massive average of 2.672/10 whilst the "loser" scored a similar 2.504/10
of the 2000 respondants, 317 scored their supplier as ZERO or refused to take part and so weren't actually counted, but had the nil's been included the overall average would have been closer to 2/10

And this is people who'd contacted the support dept for any reason, not people who were necessarily complaining !

Thats abso-bloody-lutely unbelievable.

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