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UK ISPs rebound off bottom of customer satisfaction table after 3% rise

Customer satisfaction in UK Internet service providers is on the rise after interviews showed that the level of happiness when it comes to the country’s four largest ISPs has risen by three per cent.

Related: UK broadband showdown 2014: The country’s fastest ISPs revealed

The National Customer Satisfaction Index – United Kingdom [NCSI-UK] gave UK ISPs a score of 69 out of 100 for Q2 2014 and it meant that the group are no longer the “worst category” that is tracked by the NCSI as energy providers took over at the foot of the table on 68 per cent.

When it comes to breaking it down to individual ISPs, the “All Others” category came top with 73 per cent satisfaction and Virgin Media was highest among the big four with a score of 71 per cent – up four per cent on the same period last year.

Behind that came Sky, which was unchanged on 69 per cent, Talk Talk leapt by six per cent to 67 per cent and BT dropped by two per cent to end up bottom of the pile with 65 per cent.

NCSI comes to its results by measuring customer service benchmarks such as ease of understanding bill, reliability of speed and service, website satisfaction, and overall data transfer speed, and just one category saw a significant drop.

“According to users, ISPs have improved in most areas, with one notable exception. The call centres remain the worst touch-point between customers and provider at an NCSI score of 59, lower than any other industry,” read the NCSI release.

Related: British ISP accuses Ofcom of exaggerating the UK’s broadband progress

NCSI looked at mobile phone networks in a similar way in its report and it showed Tesco Mobile coming out on top with 84 per cent closely followed by O2 on 77 per cent and Virgin Mobile with 75 per cent satisfaction. Three showed the biggest improvement as it rose six per cent to 73 per cent and the bottom three is comprised of T-Mobile [71 per cent], Orange [70 per cent] and Vodafone [70 per cent].