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ntl bottom in USwitch poll.
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At least ntl are consistent at one thing.... |
Re: ntl bottom in USwitch poll.
Well I understand why Bt are at the bottom :)
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Neil beat me to it. I was going to offer my heartfelt congratulations to ntl on once again coming bottom in another customer satisfaction survey.
I'm sure they could pay a company to do a survey for them and still come bottom. Still so long as the targets for call handling, etc, are being met everything must be ok, right? |
Re: ntl bottom in USwitch poll.
The fanboys/girls will no doubt be along soon with all the reasons that this poll is unfair/biased etc etc etc, but the fact is (as I pointed out in my post above) that just about the only thing that ntl seem able to do consistently is come bottom in Customer Satisfaction Surveys. :rolleyes:
It's no coincidence, ntl have had a reputation as the worst company for customer service for several years. Nothing changes-the issues that people come on here & post about are no different to what they were 5 years ago: 1) BS from CS Reps. 2) "Engineers" not turning up. 3) Promised callbacks not happening. 4) Billing wrong. 5) Lack of "Manager" to escalate issue to. 6) Lack of empathy from CS/Tech Support. 7) Telephone ping pong. It really is still poor, & ntl only have themselves to blame. I just hope Sir Richard Branson knows what he has let himself in for. |
Re: ntl bottom in USwitch poll.
I don't think these surveys are all that - for this or any other product/service for that matter. If you add up all the customers of all the companies named in this survery (that came out good or bad), 16000 won't even be 0.5% of the total customer base - how can anyone draw a conclusion from opinions of 0.5% of customers? :shrug:
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The thing is, I reckon if you surveyed every ntl customer, ntl would still come bottom. They don't have a reputation for being the company with the worst Customer Sevice for nothing. |
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pwn3d!! :D :angel: No, I'm not. I didn't say that the survey was right or wrong, or unfair, or biased. I just think that having an opinion about goods or services based on the findings of less than 0.5% of the total providers customer base isn't good enough. Quote:
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I really couldn't care where ntl come in the survey. However, if this very tiny representation give you some extra energy to grind that old axe Neil, fill your boots sweetheart. |
Re: ntl bottom in USwitch poll.
Generally, the people who actually bother filling out surveys are the ones who have had bad experiences and have a chip on their shoulder about it. Hence why the big three are there because there are more customers to be angry - its quite simple Neil!
Having had a a ronseal experience with ntl would I bother to fill out a survey if [whoever] sent me one? No. |
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We are told at university that any survey with 1000 respondants is excellent and at that level, whatever conclusions you make they are said to be pretty accurate. However, you are always reminded that this is still a very small proportion of your sample population and you shouldn't assume that that is what everyone thinks. 16,000 is a good response rate and therefore has some accuracy. But you can't assume thats how the other 3 million feel :) |
Re: ntl bottom in USwitch poll.
Can someone please explain to me why is it that ntl have such a poor reputation across the board?
While they're at it, can they explain why ntl consistently score so poorly in Customer Satisfaction surveys? One thing's for sure-it's not coincidence. |
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Not looked at it yet but me wonders how low down ukonline are in the poll :) |
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That said I have a few issues with the poll as a whole, but another one where ntl come bottom does suggest there's a fair amount of fire behind the smoke ;) ntl = the Lidl of internet, TV and phone. Cheap as you like and that's how they get the punters in, not quality :) |
Re: ntl bottom in USwitch poll.
What always worries me about U-Switch when they do there surveys is this.
How many of the top and bottom company's on there poll pay commission to u-switch when a customer transfer service on there web site. When u-switch say there are impartial i have to admit i take that with a mountain of salt when they take commission from said company's. |
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I have visions of it being front page news when they are in a survey and don't come last, although that'll probably be in part thanks to Telewest diluting their dissatisfaction as Telewest have traditionally done pretty well in these. |
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No doubt people will continue to try and discredit all these polls that show consistent results.
If I am not mistaken tho the poll is about general customer satisfaction rather then customer service so people disgruntled could be about service quality problems such as crap broadband speeds rather then billing problems so it isnt at all surprising. Quote:
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guess what I have big problems with ntl but I didnt get one either so thats blown your argument out the water :) |
Re: ntl bottom in USwitch poll.
Er, what are you going on about? :confused: :disturbd:
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Re: ntl bottom in USwitch poll.
I personally have had many problem with NTL and would say that my experience of the normal end of customer service has been dire, on more than one occasion, but I can understand that maybe I'm unlucky
Perhaps a better way to look at this survey result would be to ask: Have there been any surveys where NTL hasn't come in the bottom 3 ? |
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It is beyond me that when a company like NTL become bottom in a poll like this people always defend them with comments like "Only people who have had problems will vote etc... because of a chip on their shoulder" or only something like 0.5% people actually voted so it don't count. BLA BLA BLA
But yet when a company like NTL wins an award for best ISP for example then Yipeeeeeee, All of a sudden it is fair and ohhhh so true, it is obvious to me that people will comment on and vote for a good ISP as will people complain and vote for the poorest! otherwise companies like NTL would not win awards either! |
Re: ntl bottom in USwitch poll.
They could certainly sort out a lot of the problems by bringing BB tech support back to this country and in house.
The same could be said for their installation engineers. |
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Well done NTL keep up the good work. Strange about that survey tho, when BT have been coming top or there abouts on most others??? strange very strange, not sure how much we can trust the findings with NTL either tbh. Only thing that can make me happier is for NTL to introduce 100Meg :) |
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http://www.cableforum.co.uk/board/showthread.php?t=808 :shrug: |
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This is the same company that had an IVR hacked by an irate punter after he'd been sat on hold for nearly an hour just trying to actually buy something from them... LOL @ this part though: Quote:
Oh yeah.... ;) |
Re: ntl bottom in USwitch poll.
Yeah, another meaninless survey to keep the knockers happy ;)
Me - still quite happy with my service. :) (Just remember, this was a poll by uswitch, a site people visit when they are unhappy with their current supplier, hardly an unbiased view - a bit like doing a poll here really). |
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This was a poll by YouGov for U-Switch, not by U-Switch itself. |
Re: ntl bottom in USwitch poll.
So the out come is that U-Switch will now
A. Receive loads of hits on there site, B. Some will then use there service to move to another supplier C. U-Switch makes loads of money on transfer commissions :) So well done U-Switch for yet another way to increase your site hits and usage. :tu::tu: :LOL: ---------- Post added at 07:29 ---------- Previous post was at 07:25 ---------- Quote:
Sat, 06 May 2006 06:27:06 GMT 1st 128K took 94 ms = 1394383 Bytes/sec = approx 11601 kbits/sec 2nd 128K took 109 ms = 1202495 Bytes/sec = approx 10005 kbits/sec 3rd 128K took 110 ms = 1191564 Bytes/sec = approx 9914 kbits/sec 4th 128K took 109 ms = 1202495 Bytes/sec = approx 10005 kbits/sec These results appear to be rather fast: maybe this page was in the browser cache. To repeat this test from the source server click here. I am still moving to BE Unlimited in August. |
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Silly me, I forgot, because this poll says so, ntl are the pits and everyone with them is dis-satisfied :rolleyes: |
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I look forward to seeing the exact methodology and results from this poll. Will be interesting and any bias is usually fairly easy to spot from such things. Personally I can't see why they'd pick on ntl and it can't be purely down to size of ISP else one much smaller than Plusnet would have won. Perhaps you'd care to take a minute to check YouGov out, they appear fairly good at what they do, and starting to throw around blatantly biased polls wouldn't really help their reputation with regard to their core business: http://en.wikipedia.org/wiki/YouGov That withstanding I am, as always, happy to be proven wrong if it ends up being obvious that this was rigged to gain U-Switch revenue. Either way just doing and releasing the results of the poll would have drawn visitors to their site and therefore gained them revenue so why the need to rig it? I've little doubt that U-Switch aren't whiter than white. They are after all a profit making business and not a charity. I'm just suggesting that when a company keeps managing to come last in polls and surveys and ends up on Britain's most watched consumer show due to the poor quality of the service it provides there might just be some basis in fact there, just maybe. My turn to be sarcastic: Wonder if this poll included Telewest seperately, seeing as Telewest finish significantly higher in these things that ntl usually. Seeing as there's obviously this huge conspiracy to paint ntl as being bad it must extend to Telewest and cable in general as well, surely. |
Re: ntl bottom in USwitch poll.
...bitter :p: Thats what I think a couple are who have had a bit of a raw experience with ntl. The way some of you go, you make out they are the worst thing since unsliced bread.
So Plusnet comes on top? ....this is the ISP that cuts people off for bad mouthing its service no? No wonder theres few to bad mouth it! (well according to that survery :rolleyes: ) So if we are going by that survey their customer service is better than average, what does that matter when the product is crap. |
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For those people CS is more important. No bitterness here, I just don't understand why people are defending this company when year after year after year it goes through the cycle of being broadsided for its' poor customer service, billing, etc, then makes the same promises about how it's fixing them (Harmony comes to mind) then the next year it's same excrement different day, rinse and repeat. That said as I've mentioned in this and other threads ntl are the Lidl of providers, cheap and mass market not high quality. Will only get worse with the Carphone Warehouse deal as well :( Then everyone will be looking at how to cut costs and drop overheads more. |
Re: ntl bottom in USwitch poll.
well i may take notice of this when uswitch.com provide beter isp than ntl and bt
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You've said nothing to debunk what I said regarding their appauling record as far as customer service goes, as proven by this site's existence, Watchdog, repeatedly coming last place in customer satisfaction surveys, the same promises year after year. I guess you can't debunk that as it's true. Still if you can't pick holes in what I say best pick them in how I say it I guess. :) I've pointed at a track record spanning years of irritated customers, all you've managed to do is say that your service is fine and that the poll is nonsense, so by extension ntl's service must be fine... ---------- Post added at 18:20 ---------- Previous post was at 18:16 ---------- Quote:
U-Switch are a site that recommends suppliers and collects the commission, they don't run ISPs, gas companies, eleccy companies, telcos, etc. They probably do have on their books ISPs that are 'better' than ntl / BT at some things, though yes the fact that they get paid for recommending ISPs, ntl and BT not being two of them, does make you think. Can't see Plusnet on their either though! Yougov, the people who did the poll, are a fairly accurate pollster company. Again though we don't know exactly what was in the poll or the full results, so we'll have to see what gems that tells us. |
Re: ntl bottom in USwitch poll.
Looking at the Independent news story http://news.independent.co.uk/busine...icle362442.ece regarding job cuts looks as though Telewest customers can kiss goodbye to their previously highly rated customer service as well.
Increase in outsourcing, which of course always does wonders for the quality of service. I'm also speaking to a couple of people who are giving me some fairly entertaining stories about Telewest employees who would rather take redundancy than work for ntl (for real) and a Telewest bod complaining furiously about ntl's treatment of him and other staff so far. Network engineers being rearranged from doing the preventative maintenance to becoming service techs, limits on time taken per service call being tightened up, more service calls booked a day. CSRs being given more aggressive call handling targets, more strict management processes oh and of course the real gem that in a senior management organised morale boosting exercise as late as last week they were being told there were no plans to cut jobs... So one company was repeatedly complimented on its' customer service and indeed service in general, the other repeatedly sledgehammered, and now the group has adopted the processes of the company that had the poorer service. It's actually quite ironic really. The ntl methods probably cost less in the shorter term, however Telewest had higher customer penetration, lower churn and higher revenues considering their respective franchaise sizes and were more profitable. Anyway I digress. If ntl have to wait until they get theri customer services sorted before Branson lets them use the Virgin name, well, I wouldn't count on seeing Virgin Cable any time soon. It's all about how much they can save, not what spending a little more might earn. I'm aware that it's only some tech support that's in India, but it looks like it's just a matter of time before standard CS is at least in part on its' way. |
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your service is good so that means ntl must be an awesome provider right? ---------- Post added at 14:55 ---------- Previous post was at 14:50 ---------- Quote:
all of us with problems of our service cannot be telling the truth, we are all needles in a haystack :) the fact ntl retentions have to haggle with people is that a sign of a quality isp? :) ---------- Post added at 14:57 ---------- Previous post was at 14:55 ---------- Quote:
They cant fix a problem they wont admit to. |
Re: ntl bottom in USwitch poll.
Has anyone actually seen the survey results directly as opposed to the various media headlines...? I'd be interested in seeing exactly what the results were rather than the versions filtered to make an entertaining and provocative story.
I thought that I actually saw some real figures on the survey that suggested that BT, AOL and ntl had managed something like 75% or 85% percent approval/satisfaction and still they came "last". PlusNet came top I think with results in the 90s...if those numbers are anywhere near right then to be honest it occurs to me that those who say these results prove ntl is poor probably fall into the significant minority of 25-15% whilst those who defend ntl based on their experience probably fall in to the 75-85% thus maybe this survey actually reflects what we experience. Perhaps the question that is really being asked or at least should be is should ntl be trying to get higher satisifaction results...some of the quoted ntl response to the survey seems to be "no" BTW if I understand correctly PlusNet is a BB and phone provider whilst ntl offers that and tv as well is it possible that we're not comparing like-for-like...without seeing the real survey we only have the provocative media story to rely on. Last point YouGov has built a reasonable reputation in surveying circles. It is a business like any other and in this case USwitch would want to achive certain goals but that does not automatically mean that YouGov compromised their integrity. Just my two pennies worth... |
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In fact the article says "YouGov found that BT, NTL and AOL - who between them account for half of all broadband subscribers in the UK - came bottom in seven out of nine categories between them". No mention of how many each came bottom in, but ntl are only mentioned once - "when it comes to overall customer satisfaction, NTL came bottom of the pile, closely followed by BT" - so BT obviously only just avoided coming last in that. BT also (apparently) did badly in the value for money category. Still, a few actual facts (or lack of them) never stop a good story eh :) |
Re: ntl bottom in USwitch poll.
The article seems to imply that ntl came bottom overall followed closely by BT. We'll see when we get the results for sure though.
Your spirited defense is entertaining debate though, so thanks for that :) |
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At least now we have some figures to look at....http://www.cableforum.co.uk/article/...-yougov-survey
I'm still inclined to say that the numbers probably accurately reflect the ntl position - most people are satisfied but there is a sizable minority that aren't. What's interesting is that on these figures Telewest was "3rd" on 89%" only 8% better than ntl...so will Telewest "pull" ntl/Telewest up or will ntl "push" ntl/Telewest down...? ;) It's a rhetorical question before the various sides leap in....oh dear I can already hear the diatribes!!:Yikes: |
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BTW... For those people who think that even if ntl came top for customer satisfaction that we wouldn't believe it-unfortunately we'll never be able to put this to the test because "ntl" & "top of customer satisfaction survey" are never going to be said in the same breath. Fact. End of. |
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Perhaps every independent polling company is bribed by some unknown anti-NTL brigade. Yes, it's all a huge conspiracy - all the customers say NTL are brilliant, then they fiddle the results.
Either that, or NTL always comes bottom in every survey because they have the lowest customer satisfaction. Hmmm I wonder which is the most likely? |
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19% is far from insignificant, if you think almost 1 in 5 is insignificant then I would hate to be a customer of your business JoshGrey.
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Depends how the sample used in that survey is made up. It could be that more than 90% of ntl's customers are happy with their survey. It's just that they picked a goup of 16,000 people where 81% were unhappy. Equally, it could be that less than 81% overall are happy. |
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Coincidence? Absolutely not. |
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So the bottom 5 are all seperated by just 2%, and BT beat ntl by just 1% (which could be anything between 1 and about 300 people at the extreme). 81% is not good, but then neither is 82% or 83% - the bottom five are all bad and could have ended up in any order depending on just a few hundred replies, and the difference between first and last is just 11%. Poor results for ntl (and BT) but over 4 in 5 customers being satisfied is hardly the damnation that some bitter posters would have you believe. |
Re: ntl bottom in USwitch poll.
perhaps people think all these polls pick the same bucnh of people each time?
dont you stop to think if you add up all the pollsters from all the surveys it probably translates to a reasonable % of the customer base to mean something. By discrediting the poll you are in denial and the first step to solve a problem is accepting it. I would have a lot more respect for ntl if after this poll they held their head up high and said we are doing X and X to resolve this and to improve customer satisfaction but of course they are planning to increase customer count per employee yet again and next years polls will in all likelyhood show lower then 81% satisfaction. |
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Please show me where ntl have come top for customer satisfaction (tip-you won't be able to) It's not about opinions, it's about hard facts & ntl have not come top in satisfaction surveys. Quote:
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Paul why are you struggling to believe the results.
What are your reasons for thinking ntl are not a poor provider. A isp should be measured by its ability to fix things when they go wrong since that is what normally causes a customer to lose satisfaction and to ring up. Do you think ntl solve problems fast through the normal channels? and people dont have poor service for months? Do you think they never have billing problems? Do you think people are happy paying £50 for a modem upgrade when they are already paying for rental? Do you think everyone on 10meg gets full speed and is happy? Customer satisfaction is about these type of things. |
Re: ntl bottom in USwitch poll.
Exactly where did I say any of those things ?
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If you're happy then you might want to encourage ntl to spread that type of service...if you're unhappy (and you have a choice) then you should go somewhere that makes you happy and leave ntl behind completely. Somewhere there's probably the 5% or so of unhappy PlusNet customers slating the "ridiculous survey" for putting PlusNet first!!:Yikes: |
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Another query... out of the 16,000 how many we actually customers to the respective companies? Because it's going to have a big impact on those percentages :)
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What makes them bad is how they handle things when they go wrong, over subscription of areas causing slow broadband speeds is their own fault. If they invested in network upgrades when a user reports poor speed and give them a schedule for ubr fix then they would be a better isp, instead the customer gets fed rubbish that their hardware is bad. Similiar things go on with billing etc. do you read time and time again on this forum that users need the mods of this very forum to get problems resolved for them? or are these matters insignificant? You said 19% isnt insignificant but this minority is eh? this minority is 19% which is it. Paul I asked you some simple questions but you completely avoided them. ---------- Post added at 21:12 ---------- Previous post was at 21:07 ---------- Quote:
Well plusnet run a refferal scheme so given that a big proportion of customers are probably paying very little for that service, also although I think they are a poor isp they can even send a rep to adslguide to discuss with customers and have a customer forum. Their call cantre is based in sheffield and not outsourced so their is a few subtle differences. Ntl made a choice, you cant sit there cutting costs over a number of sustained years, keep sacking staff and outsource to india then expect to not have a hit on customer satisfaction. They should be taking on staff to keep up with the new customers they getting and thats just to keep service static instead of in decline. I would be interested to know if any of telewest core network will be decommissioned and peering reduced as part of cutting costs. |
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I just want to be clear: 19% IS a minority AND it IS significant. What you say about poor service from ntl might be true BUT if the survey is to be trusted/believed (and you accept that people will change if they are unhappy with a service) your statements about poor service only apply for the 19% minority or else it only applies enough for them to complain when asked. I think it's a little harsh to say that anyone who doesn't regard ntl as a poor isp or hasn't received poor service has been lucky - that refers to more than 80% of its customers. That's what your comments would imply and I don't think that's what you meant. You're right that ntl made various decisions about how they run their business and eventually time will tell how successful that has been. If they made mistakes then all of their customers will leave (albeit eventually), they will go bust and no one will have to worry about their "poor service" any more;) |
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Still, since your implication radar is broken - in order ; 1. I'm not, 2. My experience, plus my family and friends experiences, oh and a survey that says over 80% are satisfied. 3. Mostly. 4, 5 & 6. No. |
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Interesting article on USwitch at http://www.theregister.co.uk/2006/05...ads_dishonest/
USwitch recommend Toucan if you want unlimited broadband but what does their "unlimited" mean? Download a bit too much during their peak hours and you may get an email similar to the one in the article. Quote:
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Think people should stop trying to look at this and search for bias - ask USwitch for broadband they won't try and offer you Plusnet either, or didn't when I last searched. ntl came last, regardless of the results they were the worst in the survey, and significantly worse than Telewest. Still shouldn't take too long to drag Telewest down. Oh by the way regarding that story: Quote:
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What ever people think this is only a sample of what not just NTL's customers think but the rest of the providers as well. On the whole I am happy with the service I get from NTL and I hate BT with a vengence but nobody has ever asked me what I think and I guess that will be the same for a lot of people
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I am currently in debate with the ASA regarding 'unlimited' been used in advertising, they are acting like they have been brought. Giving me statements that an isp would say.
So I gave them the dictionary defenition of the word unlimited and then showed them evolutiondsl website and a statement from the evolutiondsl director contradicting what their own website advertises but the ASA email server bounces all emails so I need to wait for snail mail :( Bear in mind that as long as isps are allowed to offer a service they dont have to fullfil such as unlimited it forces the competition to lower their standards to compete which is my motivation behind this, the entire uk telecoms undustry at current is a bit of a joke when compared to overseas and the regulation makes me sick. |
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Their own website isn't subject to the ASA so they can say what they want on it.
If you find an ad that isn't on their website then you can take that to the ASA, however I could say that I have 14 inches down below on my own website and advertise how you could too with 1 simple pill and there's nothing the ASA could do about it. |
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I must be one of the 81%. I've never had much trouble with NTL. And that's going right back to when it was Nynex. 12 years.Although I did have to have a change of stb last year. The Samsung became faulty. Phoned up. Engineer came round the same day. Put in new one and it has worked ok since then.The broadband only went down once. But that was my os. A winsoc error. I fixed that. Have since changed to XP Pro from ME. No trouble with that.So NTL are all right with me so there.Even if they have come bottom on the list.;) :tu:
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I do understand that not everyone is lucky enough to receive this service tho! ;) |
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"Sign up now 10meg broadband. Click here" Then the customer gets 1 meg and is legal? |
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The ASA's jurisdiction? No. An ad can be illegal without being anything to do with the ASA, they are just a standards authority. They don't decide legalities or otherwise they supply a framework to which nearly all advertising in the UK must adhere. Their decisions are legally binding but they themselves aren't law enforcement. |
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understood.
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