Plusnet has today secured its sixth, consecutive Which? recommendation for broadband Which? is the largest independent consumer body in the country and has given Plusnet broadband a five star rating for value for money, accuracy and clarity of bills, and a four star rating in all other judging categories including: connection speed; ease of set up; ease to contact to the service provider; overall customer service experience; reliability of the connection and technical support. To become a “Which? Recommended Provider” a product must receive an overall score of at least 70% in the Which? consumer survey and get an average or above ratings for all other aspects of service. Plusnet broadband gained an overall score of 73%. Andy Baker, Plusnet CEO said,
“To get this recommendation for the sixth consecutive time running, based on genuine customer feedback, is testament to the improvements we have been making and the ongoing value for money products we offer.”
However, Andy was keen to make reference to some recent service challenges...
“For any of you that have tried to call and speak to a member of our customer service team in recent months, you may have been subject to a long waiting time. We are truly sorry for this but would like to reassure customers these delays are being rectified and we have taken extensive steps to return to the high levels of customer service they expect.
These steps include a number of changes at Plusnet. In November, we opened a second site in Leeds. This is a dedicated service centre and we are continuing to recruit new staff to permanent roles on a weekly basis. Of the recent new additions to our team, we are also proud to confirm that 30 of these new recruits have joined on an Apprenticeship scheme. Choosing to locate in Leeds not only strengthens our workforce and cements our Yorkshire roots but also illustrates our commitment to providing 24/7, UK-based customer service on an on-going basis. The broadband needs and queries of our customers continue to change and we are currently multi-skilling a significant number of our service team to increase their technical knowledge. This will give them the increased ability to resolve customer queries at first contact. The signs from this training are encouraging; we’ve seen 20% reduction in repeat calls already. We’ve also further invested in our telephony systems and are simplifying processes to ensure customers get resolution as quickly as possible. ”