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Your ISP’s Customer Service: Just OK Is the Best You’ll Get; Many Stink

March 27, 2009
by Larry Dignan
Editor in Chief, ZDNet

Larry Dignan

AOL was the top Internet service provider when it came to customer service in 2008, according to a Forrester Research report. The rub: AOL’s top rating based on Forrester’s “customer experience index” translates into a “just OK” mark.

As a group, ISPs grade out with a “poor” rating of 59 percent based on Forrester’s customer experience index. That tally makes ISPs 10th place out of the 12 industries the research firm examined.

I sought out the Forrester report after AOL trumpeted its customer standing in a press release. I just had to see how AOL, which is trying to wind down its access business, managed to be the best house in a bad ISP neighborhood.

In fact, AOL’s 71 percent rating was the tops, AT&T (T) and MSN were the only other ISPs that had “okay” ratings. Three ISPs–Charter, Comcast (CMCSA) and Road Runner–and “very poor” ratings.

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