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Author Topic: JD Power broadband customer satisfaction survey  (Read 5702 times)

guest

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JD Power broadband customer satisfaction survey
« on: December 07, 2007, 08:00:37 AM »

http://www.theregister.co.uk/2007/12/06/tiscali_jd_power/

Proving that (as I've long suspected) JD Power surveys are total rubbish.
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roseway

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JD Power broadband customer satisfaction survey
« Reply #1 on: December 07, 2007, 09:30:27 AM »

So the first three for customer satisfaction are Tiscali, Virgin and Sky? :lol:
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  Eric

kitz

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JD Power broadband customer satisfaction survey
« Reply #2 on: December 07, 2007, 09:49:12 AM »

So the first three for customer satisfaction are Tiscali, Virgin and Sky? :lol:

:lol:

Actually I think this says a lot

The 2007 UK Broadband Internet Service Provider Study is based on responses from 1,683 Broadband ISP customers across the UK.
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guest

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JD Power broadband customer satisfaction survey
« Reply #3 on: December 07, 2007, 12:46:04 PM »

1500+ respondents is enough to be statistically accurate but that assumes a random sample to begin with. These sort of surveys are generally far from random samples though - if this one WAS random then people in the UK are WAY WAY stupider than even I suspect them to be :P
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roseway

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JD Power broadband customer satisfaction survey
« Reply #4 on: December 07, 2007, 01:09:41 PM »

I don't think that the quantity is sufficient. There are lots of ISPs, and even if the respondents were truly chosen at random, for the lesser ISPs the number of users in the survey would have been very small and statistically insignificant. So the results would only be valid for the more popular group of ISPs.
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  Eric

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JD Power broadband customer satisfaction survey
« Reply #5 on: December 07, 2007, 03:03:38 PM »

The Beeb has something up about that article which actually clarifies a couple of things.

ie the fact that only 8 ISPs were surveyed.

If you look at the total points awarded

Quote
Tiscali - 668 out of 1,000
Virgin Media - 660
Sky - 657
AOL - 646
Orange - 636
Pipex - 634
Talk Talk - 630
BT - 626

Then there wasnt really that much difference between the "Big 8" anyhow.
Still a bit surprised at the result though.. and even though BTs support isn't the best - IMHO its far from the worst.

The weighting seems a bit skewed to me
12% given to Image
9% given to offerings and Promotions
Yet Customer service and Technical Support just 17% :(

Is it only me that doesnt care about the Image and Offers and Promotions puts a much heavier weighting on CS and performance?
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