Cable Forum - View Single Post

ian@huth · 13-12-2005, 23:21

The problem with satisfaction surveys is that the one that comes out top can have worse customer services, higher prices, slower speeds and more service problems than the one that comes out bottom.

J D Power only use survey respondents who have the services of the company that they comment upon unlike others where anyone can comment on any company whether they have their services or not. They tend to judge their service by what is happening now compared to what it used to be like.

There is a fair chance that most survey respondents are very light users of the internet. They may not recognise many faults that more experienced users may find and think that how their broadband connection works is the same as everyone else's experience. They could be very satisfied with a service that some experienced users would find abominable.

You can ask someone on say Wanadoo what their satisfaction rating for their service is out of 10 and they may give it 9 because their service is better than that of friends who are on Tiscali and BT. They may have had many problems in the past but few of late which would tend to generate a higher satisfaction rating.

Most people will say that the ISP they use is the best and give it a high satisfaction rating because not doing so is an admission that they are using the wrong ISP. The only reason they lower the rating is because other ISP's offer faster, cheaper or services with less usage restrictions in other areas but not in the area they are in. They are presuming that the services they are unable to receive are better than what they have got without any proof that they actually are. They may therefore give a much lower satisfaction rating than should be the case.

What is happening with the different ISP's at the time that the survey is carried out also has a bearing on the results. If an ISP has just introduced some form of capping then customers may suddenly change from being very satisfied to extremely unsatisfied even though their service hasn't changed in any other way and their usage is within the cap levels that have been announced. You only have to look at some of the comments made on here when free speed increases have been announced to see that some customers are eager to find fault and complain about them.

13-12-2005, 23:21	#25
ian@huth Inactive Join Date: Jun 2003 Location: Huthwaite, Nottinghamshire Services: VM 10Mb, TU, 1xSky HD, 2xSky+ (HD,all packs, sports & movies) 2xDVD PVR's, Freesat Freeview & other Posts: 4,536	Re: ntl last & TW 1st in JD Power ISP Chart The problem with satisfaction surveys is that the one that comes out top can have worse customer services, higher prices, slower speeds and more service problems than the one that comes out bottom. J D Power only use survey respondents who have the services of the company that they comment upon unlike others where anyone can comment on any company whether they have their services or not. They tend to judge their service by what is happening now compared to what it used to be like. There is a fair chance that most survey respondents are very light users of the internet. They may not recognise many faults that more experienced users may find and think that how their broadband connection works is the same as everyone else's experience. They could be very satisfied with a service that some experienced users would find abominable. You can ask someone on say Wanadoo what their satisfaction rating for their service is out of 10 and they may give it 9 because their service is better than that of friends who are on Tiscali and BT. They may have had many problems in the past but few of late which would tend to generate a higher satisfaction rating. Most people will say that the ISP they use is the best and give it a high satisfaction rating because not doing so is an admission that they are using the wrong ISP. The only reason they lower the rating is because other ISP's offer faster, cheaper or services with less usage restrictions in other areas but not in the area they are in. They are presuming that the services they are unable to receive are better than what they have got without any proof that they actually are. They may therefore give a much lower satisfaction rating than should be the case. What is happening with the different ISP's at the time that the survey is carried out also has a bearing on the results. If an ISP has just introduced some form of capping then customers may suddenly change from being very satisfied to extremely unsatisfied even though their service hasn't changed in any other way and their usage is within the cap levels that have been announced. You only have to look at some of the comments made on here when free speed increases have been announced to see that some customers are eager to find fault and complain about them.