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TalkTalk, the UK’s leading broadband service provider, recently deemed a survey report published by consumer website uSwitch as unscientific. The company maintained that the website did not use proper methods of data collection and that the data itself was old, as it was collected in February 2009. Moreover, the data was based on simple questions like the amount of time spent on hold by an individual.

uSwitch in its report stated that on an average broadband customers spend millions of pounds annually on tech support calls, and that they lose an average of £1.75 for waiting on hold per call.

The report further added that only four of ten customers get their problems resolved in the first call, while the remaining are forced to call later. The report also claimed that while Orange and Tiscali are the worst performers in terms of customer satisfaction, TalkTalk representatives waste nearly 12 minutes of the customers’ time by keeping them on hold.

TalkTalk rubbished these reports and stated that it had more accurate data to show from its own records. The company monitored each call and recorded that the average time a customer was put on hold in September was only 56 seconds, way below the industry average as specified in the report. The company however stated that they were constantly improving their call handling techniques instead of being satisfied with the figures.

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