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WestNet customers are most satisfied broadband users in Australia

  • 20 January, 2004 13:01

<p>WestNet was recently voted the number 1 ISP in customer satisfaction in a leading broadband community survey.</p>
<p>Broadband community site whirlpool.net.au has over 40 000 active members and received over 10 000 responses to their Australian Broadband Survey which was conducted between October and November 2003.</p>
<p>When respondents were asked whether they found customer support to be adequate, 97% of WestNet users said yes, making WestNet customers the most satisfied.</p>
<p>This satisfaction begins with a quick response time with almost 90% of respondents waiting less than 4 minutes to speak to a technical support representative, and 49% waiting less than 60 seconds.</p>
<p>WestNet members also found the customer service extremely helpful, with 81% of the survey respondents rating WestNet’s customer service as excellent, a long way ahead of any other ISP and well above the industry average of 26%.</p>
<p>WestNet managing director Peter Brown was thrilled with the response. “We have put a lot of measures in place to ensure that our customer service is the best and it is gratifying to see these sort or figures”, Mr Brown said.</p>
<p>WestNet members also appreciate being kept up-to-date with their application, with 66% of customers stating they had received a call, well above the industry average of 27%.</p>
<p>“We feel it is very important that our members are kept informed about the progress of their application, which is why we call all applicants.”</p>
<p>Other aspects of WestNet that are important to respondents include speed, reliability, pricing and staff participation in the Whirlpool forums.</p>
<p>WestNet members are inclined to recommend the ISP to friends and family with 47% of respondents stating that a friend’s recommendation was a factor in choosing WestNet.</p>
<p>“Our own figures also show that many of our customers hear about us through word-of-mouth which is a fantastic form of advertising for us” said Mr Brown.</p>
<p>WestNet was also highly praised by online gamers, who rated their gaming connection quality higher than any other major ISP.</p>
<p>Since commencing operations in WA almost 10 years ago, WestNet has enjoyed huge growth throughout Australia since going national in August 2003 and recently introduced a new $39.95 broadband plan.</p>
<p>Whirlpool</p>
<p>Whirlpool.net.au is a fully independent community website devoted to keeping the public informed about the state of broadband in Australia. Since its inception in 1998, it has become a premiere destination for broadband Internet subscribers. As well as its rich source of broadband news and information, Whirlpool boasts one of Australia's largest online tech communities with over 40 000 registered users.</p>
<p>WestNet</p>
<p>WestNet is a national ISP that has surged into the top 20, aided by its expansion in August 2003. Now with over 45 000 customers, WestNet prides itself on providing an exceptional level of customer service and extremely competitive pricing.</p>
<p>For more information on WestNet please contact:</p>
<p>Alex Chagoubatov
(08) 6263 6300
0405 435 419
marketing@westnet.com.au</p>

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