ISP Customer Service in 2009

A few weeks ago Whirlpool’s Australian Broadband Survey 2009 Report was released.  Last year I used the 2008 report to analyse the survey results specifically as they pertained to ISP customer service; so I thought it would be good idea to update my analysis, and see just how much the ISP customer service landscape has changed over the 12 month period.

My objective, as it was last year, was to take results from these three survey questions related to customer service

  1. When calling customer support, how long did you have to wait on the phone (or talk to an operator) before you spoke to the right person?
  2. How quickly have technical support issues typically taken to resolve?
  3. How would you rate their customer service?

and distil them down to a single score that can be used to rank providers.  I arbitrarily set the benchmark score across the whole industry to be 1000, with each individual ISP’s customer service ranked relative to that benchmark.  So an ISP score higher than 1000 is above the industry average.  Lower than 1000 is below average.

The methodology employed was exactly the same as last year, so no need to go into the details.  Without further ado, here are the updated results:

Stan’s Top Five ISPs for Customer Service in 2009 [2008 rank in brackets]

  1. Adam Internet [3]
  2. Westnet [1]
  3. Amnet [2]
  4. Internode [4]
  5. iiNet [6]

Congratulations go to local Adelaide-based outfit, Adam Internet.  Number 1 with a bullet in 2009.  Westnet (purchased by iiNet in 2008) has always prided itself on providing subscribers with a premium customer service experience, so it was very surprising to see them knocked off their coveted number 1 spot.  Also surprising to see aaNet slip out of the Top Five altogether, replaced by iiNet.

The overall results from the three customer service questions (equally weighted) are as follows:

Table 1: Australian ISP customer service scores
<1000:below average1000:average>1000:above average

ISP 1. Time in queue 2. Speed of resolution 3. Rating of service OVERALL CUSTOMER SERVICE SCORE
Telstra Cable 513 556 731 586
Telstra DSL 488 523 724 562
Optus Cable 605 886 812 748
Optus DSL 669 668 809 710
iiNet 1389 1410 1101 1284
Internode 1636 1803 1176 1488
TPG 757 665 812 739
Westnet 2249 2601 1220 1820
Adam 2796 2544 1139 1842
Exetel 1125 954 919 991
Netspace 559 958 973 777
aaNet 903 863 904 889
iPrimus 950 1273 1025 1066
Amnet 2792 2242 1128 1774
Telstra NextG 389 365 645 437
AAPT 879 604 846 755
Other ISPs 844 725 938 826
TOTAL 1000 1000 1000 1000

It’s important to keep in mind that Whirlpool’s Australian Broadband Survey isn’t scientific.  Although it gets tens of thousands of responses, it only reflects the opinions of those who are aware of the Whirlpool site and motivated to express an opinion.  It is a self-select survey and, as such, the respondents’ attitudes may not be statistically representative of the ISP’s customer base.   In other words, take with a grain of salt.

Ranked from highest to lowest the results are as follows:
ISP (2009 score) (2008 score):

  • Adam Internet (1842) (1727)
  • Westnet (1820) (2132)
  • Amnet (1774) (1735)
  • Internode (1488) (1348)
  • iiNet (1284) (1081)
    ——
  • iPrimus (1066) (903)
  • Exetel (991) (992)
    ——
  • aaNet (889) (1204)
  • Netspace (777) (912)
  • AAPT (755) (808)
  • Optus Cable (748) (736)
  • TPG (739) (963)
  • Optus DSL (710) (672)
  • Telstra Cable (586) (711)
  • Telstra DSL (562) (676)
  • Telstra NextG (437) (562)
    ——
  • Other (826) (959)
    ——
  • AVERAGE (1000)

——

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: