ntl worst service in UK in poll

NTL was yesterday named as providing the WORST customer service in Britain. Link

[hairy_mick]

yesman Have to agree ntl over the past year have gone down the pan they have lost there way at the moment and are desperately trying to regain the customers trust but I can tell you that decisions made two years ago in the area
I live and work to save money have back fired and guess what they now look like
returning to the practices they used to carry out what, but what they donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t realise is the damage has already been done I could have told them that two years ago but hey I am only a pleb who is on the sharp end every day its a case of you sow what you reap.

[Neil]

*Checks surprise-o-meter........no surprise registered*

There will be those who flame me & tell me how the customer numbers are going up, so all is ok & I am just biased, yet the facts speak for themselves-ntl are dire when it comes to looking after their customers.

Originally Posted by IMRS

NTL was yesterday named as providing the WORST customer service in Britain.

The communications firm moved up three places from last year to lead the league of shame.

The poll by Internet Market Research Services also brought bad news for BT who drop out of the best firms to take second worst behind NTL.

ntl's attitude to it's customers sucks, I have seen it at the very highest levels in the company, & this result just supports what I already know (& have done for a long time)

The also seem to treat their staff with about as much respect as they do their customers (I.E very little)

Are you listening ntl??

There is a culture within ntl that perceives customer's (& therefore ntl's) problems as a pain, & it's in there like a cancer because it has always been the same for the last 7 or 8 years, & there has been a massive management/staff change in that time, so why do ntl still suck when it comes to customer service???

Also-just to clarify, I am not aiming my comments at any of the ntl associates that we have posting here.

It hasn't gone downhill around here yet - but from all the stories I read of redundancies etc I fully expect it to. On the face of it, ntl seem to be losing the plot, maybe because all the senior management are too busy thinking about their merger with Telewest.

[Hans Gruber]

I have to admit I've had a few dealing with NTL CS and it's always been fine, recently calls have been answered within a couple of minutes. I guess it depends on your area.

I thought I had better add that I have no axe to grind with NTL, I was just passing on the news
__________________

Originally Posted by hairy_mick

I am only a pleb who is on the sharp end every day its a case of you sow what you reap.

I wouldn't call you a pleb mick, nevertheless, you only reap what you sow

Actually I thought NTL were turning it around so to speak, whenever I have had the need to contact them, it is usually sorted, maybe I have been lucky.

Bad CS usually starts at the top at the management level and works it's way down through the ranks.

[ian@huth]

Striking headlines but how representative is it? How many people responded to the survey by Internet Market Research Services (IMRS) and how many of those have NTL services? Was any screening done to ensure a representative spread of respondents? Did respondents express their own experiences or just their feelings having read one sob story about a company a few years back.

Internet surveys can be very biased and totally unrepresentative.Take the poll on here about what you will do if hard caps come to NTL. The poll shows that a massive number of NTL customers say they will leave NTL but we all know that this is extremely unlikely. Any casual visitor to this site may see that poll, not bother reading any of the posts and presume it is representative.

I wish that articles such as that one in the Sun wre accompanied by more facts about how the results were obtained and what questions were asked. Look at that questionaire on ntlworld.com that asked which of two options you preferred. The results of that questionaire could suggest that customers want something that is far removed from what they actually do want if the questions had been worded differently.

[Neil]

Ian-with Tesco winning, I'd say the results of the poll were accurate.

[orangebird]

Originally Posted by Neil

Ian-with Tesco winning, I'd say the results of the poll were accurate.

Not really good enough thought Neil.

As I asked in the other thread, does anyone know how the survey was conducted, how many people took part and who sponsored it?
__________________

Originally Posted by ian@huth

Striking headlines but how representative is it? How many people responded to the survey by Internet Market Research Services (IMRS) and how many of those have NTL services? Was any screening done to ensure a representative spread of respondents? Did respondents express their own experiences or just their feelings having read one sob story about a company a few years back.

Internet surveys can be very biased and totally unrepresentative.Take the poll on here about what you will do if hard caps come to NTL. The poll shows that a massive number of NTL customers say they will leave NTL but we all know that this is extremely unlikely. Any casual visitor to this site may see that poll, not bother reading any of the posts and presume it is representative.

I wish that articles such as that one in the Sun wre accompanied by more facts about how the results were obtained and what questions were asked. Look at that questionaire on ntlworld.com that asked which of two options you preferred. The results of that questionaire could suggest that customers want something that is far removed from what they actually do want if the questions had been worded differently.

[Neil]

OB-Even if it were only 1000 people-more people voted for ntl as the worst for customer service than the best.

I know you are going to try to disprove/discredit the fact that a survey resulted in ntl being worst for customer service, but the fact is that it's not the 1st time (or is this just coincidence? )

[Seti]

I note O2 are also in there so I believe its is somewhat accurate. I haven't had a problem with NTL lately but there was a year when all I seemed to have was some idiot on the end of the phone who didnt know how to resolve the problems I was ringing about.

Of course there's no real weekend cover no either so NTL are loosing out because of that too.

O2 customer service is also DIRE. I don't believe it is as bad as some of the NTL complainents. They do TRY to get things right they jsut fail a lot.

NTL deserves its latest bit of bad publicity. Maybe they will wake up and restore weekend customer services or even resolve problems immediately. WE wil ahve to see.

Sian

[orangebird]

Originally Posted by Neil

OB-Even if it were only 1000 people-more people voted for ntl as the worst for customer service than the best.

I know you are going to try to disprove/discredit the fact that a survey resulted in ntl being worst for customer service, but the fact is that it's not the 1st time (or is this just coincidence? )

It's not about disproving or discrediting.
If you choose to make decisions on such a small number of opinions, that's up to you. I'd rather get the full view and make a more informed choice.

[Ben]

Originally Posted by Neil

the fact that a survey resulted in ntl being worst for customer service, but the fact is that it's not the 1st time (or is this just coincidence? )

Hear Hear! - We know the issues NTL have had in the past and it seems they are unable to resolve anything in a small amount of time. Understanable that somethings take awhile to resolve, but shouldn't the customer come first? You would think (well at least I would and do on the helpdesk I work on) the would take customers as the first thing to make happy? At the very least give good customer service? To me it makes little sence to anger the customer as it almost like shooting themselves in the foot.

I mean when me and Neil went to hook they didnt have much to say did they? Not that bothred about the 100 Page complaits I printed of and slapped on Azad's desk...probably got thown in the bin when we left

[ian@huth]

Originally Posted by Neil

OB-Even if it were only 1000 people-more people voted for ntl as the worst for customer service than the best.

I know you are going to try to disprove/discredit the fact that a survey resulted in ntl being worst for customer service, but the fact is that it's not the 1st time (or is this just coincidence? )

We don't know how many people took part in the survey or how close the results were. How can anyone say who is worst for customer service if they have only used one of the companies in a particular sector. If it is a general who is worst without reference to the field in which the companies operate then companies like NTL and BT will nearly always come out worst as a problem with them does affect the customer whereas Tesco not having a tin of Heinz baked beans is of little significance to them and wouldn't involve a visit to the customer services desk.

It could be that Neils 1,000 customers more voting for NTL were all visitors to this site who had been taken in by Neils spin and weren't even NTL customers.

[Neil]

Originally Posted by ian@huth

It could be that Neils 1,000 customers more voting for NTL were all visitors to this site who had been taken in by Neils spin and weren't even NTL customers.

It could be, but ntl are notorious for having abysmal customer service (Watchdog anyone?)

They have been the same since the very early days of nthellworld.com (why was that set up?)

A quick look aaround the board will uncover the same issues that customers of ntl have been having for years...

Ian-you & OB are right, & all the ntl customers that post here & other BBS's are wrong (hell even the IMRS must have gotten the survey results wrong)

ntl are great & everyone else is imagining the poor customer service they post about, I myself imagined it when I was on the receiving end of the BS, & I also imagined it when I went with Frank to visit ntl.

Sorry-my bad.