Zen Internet customers have fewest complaints about service, says Which?

Richard Tang outside Zen's HQ

Rochdale’s Zen Internet customers have the fewest complaints, according to new research by Which?.

The latest results of Which?’s broadband survey of more than 7,000 customers found that price increases, slow speeds, connection dropouts and router problems were the most common grievances across the 12 biggest broadband providers, with Zen customers being the least affected.

Richard Tang, Founder & Chairman of Zen, said: “Unfortunately, the UK broadband market is dominated by big players who often put profitability ahead of customer service.

“A practice that is, in my view, particularly troublesome is mid-contract price hikes.

“When prices are increased mid-contract, customers will be given the opportunity to terminate early, but the truth is that the suppliers who indulge in these mid-contract price hikes know full well that the majority of customers will not switch for the sake of 50p or £1 more per month. 

“Several of these mid-contract price hikes have been introduced on the run up to Christmas – a time when people are probably least likely to want to switch broadband provider. 

“Those big players who routinely carry out mid-contract price increases, are making money by taking advantage of customer inertia; surely this cannot be the right way to run a business.

 “At Zen, we always strive to put our customers’ happiness first, and money second. It’s a great formula for long-term success, demonstrated by our consistent growth and being awarded ‘Which? Recommended Provider for Broadband’ again. 

“However, we are not complacent and are always looking for ways in which to serve our customers better.”