Residential Customer November 2015

Celebrating Good Times

D uring October, we celebrated our 20th anniversary - a fantastic milestone for everyone at Zen, the culmination of which included a hoedown-themed party at Zen HQ, complete with hog roast, line dancing, bucking bronco and Dolly Parton tribute act. We’re thrilled to announce we recently won our 12th PC Pro Tech Excellence Award in the Best ISP category; the Customer Service of the Year Award in the Internet Provider category and took home the Silver Award from the 2015 UK Customer Experience Awards in the Technology and Telecoms – Customer First category. Winning the PC Pro Tech Excellence Award for the 12th time, we scored 94% in the overall ranking – 12% higher than our nearest competitor. We scored 97% for Customer Support, 97% for Reliability, 90% for Speed and 85% for Value for Money. Securing a win in the Customer Service of the Year Awards aligns us with previous, globally-known winners including Acer, FedEx, Match.com, Royal Bank of Scotland (RBS) and most recently, Thomas Cook Airlines, while the Silver gong at theUKCustomer Experience Awards saw us outshine competition from the likes of O2, M12 and giffgaff when we presented to a panel of judges. THE GOOD NEWS DIDN’T END THERE, THOUGH.

On top of these accolades, we also recently topped a Which? survey for customer satisfaction, scoring 84% - nine percentage points highe than our closest rival. We scored five stars in the Ease of Broadband Setup, Broadband Connection Reliability, Ease of Contacting Provider, Customer Service and Technical Support categories, and 92% of those surveyed said they would recommend our services to a friend. Our Chief Executive Richard Tang, who set up Zen 20 years ago using his life savings, described how it felt to have another reason to celebrate at such a poignant landmark in our company’s history. He said: “To win the PC Pro award for an amazing 12 years running, along with these other recent accolades, demonstrates our continued commitment to exceptional service. “It’s an exciting time for everyone at Zen as we reach our 20th anniversary. We remain focussed on providing quality products, superior customer serviceandgenuinevalueforcustomers.

“These awards reflect the hard work and commitment of the entire team at Zen, especially our Technical Support and Customer Services teams who deliver a service I’m truly proud of. I’d like to also thank you, our customers, for your continued support - especially those who vote for us year after year.” In November, we’ll find out if we’ve secured the Best Place to Work in IT and Services Company of the Year gongs at the UK IT Industry Awards. As ever, we’ll keep you updated.

Hello Welcome to Zen Bytes.

Welcome to the November issue of Zen Bytes.

In this issue, we’ll also be introducing Mohammed Sarfaraz, our Provisioning and Services Manager and a key member of the team. Plus, we’ll be sharing some great awards news and tips on how to check your broadband usage so you can be sure you never go over your limit.

This month, we’re exploring G.fast – the next generation broadband technology that’s not just superfast, but ‘ultrafast’. We’re working with BT onearly trials of G.fast in twoUK towns. Initially offering speeds of 330 Megabits per second (Mbps) – and expected to rise to 500Mbps & beyond in future – G.fast is faster than most people need today, but will be essential to cope with our bandwidth needs in the future. Another trial we’ve opened to our entire customer base is that of IPv6 (Internet Protocol Version 6), which will ensure the world never runs out of IP addresses (a numerical address assigned to each device connected to the internet). IPv6 will allow the Internet to continue to grow in the long-term as ever more devices are connected worldwide. Read our feature to learn more about IPv6, and decide if you’d like to take part in the trial.

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Enjoy Zen Bytes.

Richard Tang CEO and Founder, Zen Internet

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