Quote:
|
Originally Posted by Chrysalis
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.
|
That is not what I said Chrysalis. In fact I said that this minority
IS significant. Perhaps you misread my comment.
---------- Post added at 14:35 ---------- Previous post was at 14:08 ----------
Quote:
|
Originally Posted by Chrysalis
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.
|
I think the point is that 81% (approximately) are happy or at least not unhappy (perhaps indifferent) with the situations/customer service that you describe above. That has to be at least part of the message of the survey. The other message is that 19% are not happy with the situations/customer service described above. If you're in that 19% you will of course feel vindicated by ntl's poor rating...if you're not in that 19% you're going to wonder why the headlines are saying a company that seems fine to you is c**p. Both sides are right from their perception of this relationship. There's not much point trying to convince each other otherwise.
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!!
