Recent research by communications regulator Ofcom has found a range of inconsistencies across broadband providers when it comes to customer service.
Vulnerable people have been particularly impacted by the difficulties identified in reaching their chosen provider of broadband, TV, and phone services, with charities including Age UK, Citizens Advice, and the Mental Health Policy Institute, calling for the industry to do more to support customers who may have permanent or temporary additional needs.
The coronavirus pandemic, and the recurring lockdowns, have exacerbated these issues – alongside the difficulties in building new fibre broadband networks in line with the UK Government pledge to bring gigabit-capable broadband to everyone by 2025.
At Broadway we are a small, but dedicated team, and we are committed to providing the highest levels of customer care and service at every stage of the journey. We appreciate we may not always get this right, but we learn from our mistakes, and do everything we can to help.
The proof of this can be seen in some of our customer reviews – where nearly 95% of our customers rate us four stars or above, and over 71% have given us five stars, with many of these specifically praising our customer care.
We are ensuring that we, not only follow the guidance suggested by Ofcom, but go above and beyond for all of our customers.
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