Consumer website uSwitch has recently released its results of a survey conducted to find out the average cost on broadband technical support system. The survey results show that broadband customers spend millions on phone calls while soliciting technical support. The money is spent due to the waiting time of each call, which is an average of £1.75 per call.
Among the three service providers namely Orange, Tiscali and TalkTalk, the waiting time per call was found to be highest in case of TalkTalk, which was twelve minutes, although in the context of customer satisfaction, Orange Broadband and Tiscali Broadband were ranked at the bottom.
The survey has also revealed the fact that overall service in case of technical support calls is poor. Out of six million customers, only four in ten are able to get their problems solved by the calls.
TalkTalk has disputed the claims made by this survey and has cited its own records to prove that the results of this survey should not be taken seriously. The company claims that the study is most probably based on earlier data collected sometime in February 2009, when the average time spent on hold in each call was taken into account.
According to the in-house data provided by the company, the average time spent on hold by TalkTalk customers is much lower i.e. 53 seconds per call. These figures are for the month of September 2009. This data proves that the results of the survey conducted by uSwitch are yet to pass the test of reliability.
