Broadband Customer Satisfaction Awards 2008
The 2008 results
Last year’s survey results showed that broadband users were growing more and more frustrated with the quality of technical support they were being given – and charged for. This year, our customer satisfaction survey highlights the widening gulf between the best and worst providers:
The winners
| Award | 1st | 2nd | 3rd |
|---|
| Best overall customer satisfaction | PlusNet - 86% | Sky - 81% | Tiscali/ Virgin Media - 74% |
| Most likely to be recommended | PlusNet - 80% | Sky - 73% | TalkTalk - 62% |
| Best value for money | PlusNet/Sky - 83% | | TalkTalk - 81% |
| Best customer service | PlusNet - 73% | AOL - 59% | Sky - 55% |
| Best technical support | PlusNet - 67% | AOL - 59% | BT/Virgin Media - 49% |
| Best for billing | TalkTalk - 88% | PlusNet/Tiscali - 83% | |
| Best quality of connection | PlusNet - 83% | Pipex - 81% | Sky - 77% |
| Best for speed satisfaction | PlusNet - 79% | Sky - 78% | AOL/Virgin Media - 74% |
| Best 'deal for you' | Sky - 63% | TalkTalk - 59% | Plusnet - 54% |
| Best for ease of use | PlusNet - 88% | Tiscali - 85% | AOL/Virgin Media - 81% |
| Best for setup support | PlusNet - 78% | Sky - 72% | Tiscali - 71% |
What the customers have to say
Here are just a few opinions on this year’s best performing providers:
"Without a doubt this is the best ISP I have come into contact with. As an IT Consultant I have to make contact with just about every ISP at least three times a month in the course of my work and
PlusNet are always on the ball." – PlusNet customer
"Reliable and fast, making it very good value for money." – Sky customer.
"The online billing is great – I find the whole experience great!" – TalkTalk customer
To read what customers had to say about every broadband provider, good and bad, compare providers and click on your chosen provider’s customer satisfaction score. uSwitch can help you switch to an award-winning provider today:
The survey explained
Every year uSwitch commissions the independent research organisation YouGov to carry out a survey of the UK's broadband providers. The survey was conducted online in January 2008 and received 10,518 broadband respondents from YouGov's extensive panel, which covers adults of all ages, socio-economic groups and regions of Britain.
Respondents answered numerous questions including; what aspects of a broadband package were important to them, whether they would recommend their provider to a friend, and whether they thought their provider gave them good value for money. uSwitch then calculated the results for each provider, in each category, based on the proportion of customers who expressed satisfaction. For statistical validity, results are only recorded where a supplier had more than 175 responses.
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