By Joseph Laws For Mailonline Published: 11:46 EDT, 10 September 2018 | Updated: 12:38 EDT, 10 September 2018 TalkTalk has been ranked bottom in a broadband customer service survey, with 38% describing it as poor. Just over a quarter (26%) of TalkTalk customers ranked its service as great. However, both Zen and Plusnet performed well, with 94% of Zen customers surveyed saying customer service was great, along with 58% of Plusnet customers. Both of the top two companies have only British based customer call centres for UK callers, and does not direct customers to call centres outside the UK. A poll by MoneySavingExpert surveyed 7,000 customers from across the UK in their research. The smallest provider Zen, which has been around since the 90s, topped the poll for their customer service, with only a combined six per cent rating the customer service recieved as 'poor' or even 'OK'. To achieve this, Zen markets itself as a 'people first' provider. Both Plusnet and Zen have support teams based in the UK, where they direct their customers More than 7,000 people took part in the survey from consumer help website MoneySavingExpert.com, which said 'relative minnow' Zen had come out top. Only providers with 75 votes or more were included on the list. Some 94% of Zen customers ranked its service as great while only 2% said it was poor. MoneySavingExpert said in the previous survey around six months ago, 45% gave TalkTalk a poor rating, suggesting its efforts to improve customer service have reaped some rewards. TalkTalk said it found the results of the survey 'disappointing'. The company improved its poor rating from 45% of customers to 36% of customers surveyed (File photo) Here is how the providers were ranked by MoneySavingExpert.com, with the percentages of customers describing their service as great, followed by OK and poor: Helen Saxon, chief product analyst at MoneySavingExpert.com said: 'Many of us rely on a fast and stable broadband connection, whether it's because we're working from home, or we want to binge the latest boxset. If things go wrong, customer service is key. 'The results of our poll show that most of the big broadband providers aren't exactly wowing anyone with their service levels. 'But, if you're out of contract, there's no need to stick around paying up to £50 a month to a provider you're not happy with. The cheapest deals tend to charge from £20 per month - so the savings could be massive.' A TalkTalk spokesman said: 'While these results are disappointing, we have seen more customers than ever staying with us this year as we roll-out major service improvements.' He said improvements have included new online tools to help customers resolve issues quickly and conveniently, adding: 'All these initiatives are starting to deliver improvement in satisfaction levels.' Advertisement
TalkTalk has come bottom in a survey ranking customer services offered by 75 British broadband providers. The MoneySavingExpert.com survey of 7,000 participants found 38% of TalkTalk customers described its service as poor. That's an improvement on the 45% tally in a survey six months ago. But it's still not good enough for many customers. Zen topped the poll with a 94% satisfaction ranking.