BBC Watchdog broadband survey 'misleading'
Thursday, 22 March 2007
According to Brightview (owener of Global Internet, Waitrose & Madasasfish broadband), the BBC Watchdog broadband survey* mislead viewers. The broadband company argues that the surver focused too heavily on the number of votes cast about a broadband provider, not the relative satisfaction of the various broadband supplier's customers.
BBC watchdog cited as receiving the largest number of positive votes. However, Brightview said Watchdog failed to point out that BT also had the third highest number of dissatisfied customers.
"doesn’t show how good BT’s broadband service is; it just shows how big BT is. Only 64 percent of the BT customers who voted were actually satisfied with their broadband service, ranking BT a lowly 20th out of the 29 providers in the survey,”
Global Internet (95 percent), Waitrose (94 percent) and Madasafish (91 percent) – all Brightview-backed ISPs – took three of the top four spots for customer satisfaction. Zen Internet (93 percent) was also in the top four, while Metronet (90 percent) came fifth.
David Laurie, chief executive of Brightview, said:
“Basing the programme’s results on volume of voters was the supreme example of the BBC’s ineptitude at managing a very important survey on broadband providers. It is Watchdog’s duty to inform the consumer, but by telling viewers that the ‘best’ provider of broadband also features as one of the worst, it only confused the issue and failed to make use of some valuable consumer data.
“The BBC’s ridiculous handling of the survey did nothing to reflect customer opinion, and misled consumers into believing that a provider which achieved a customer satisfaction significantly below average is the best.”
* Over 50,000 broadband user's took part in the Watchdog broadband customer satisfaction survey.
Labels: broadband, broadband-news
posted by Editor on 21:19,
