Forrester: AOL Tops in ISP Customer Experience

Ainsley Jones

According to Forrester research, AOL was the highest rated Internet service provider (ISP) in terms of overall customer experience. The company achieved a 71 percent approval rating by the nearly 4,600 people surveyed by Forrester and it received high marks in usefulness and ease-of-use, says ReadWriteWeb.


Larry Dignan of ZDNet dug a little further into the Forrester study and essentially nominated AOL for nicest house on an otherwise sketchy street. As a whole, ISPs only garnered a 59 percent approval rating, which is on the low end of poor for Forrester's rating system.


Dissatisfaction with ISPs is not limited to American shores. Nearly half of UK consumers are not happy with their ISP, according to vnunet. Today's users are more concerned with speed, value and service rather than brand, according to the survey from O2 topped customer satisfaction with 92 percent of its customers being satisfied. Ironically, AOL came near the bottom with about a third of its customers not being satisfied.

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