Broadband Customer Satisfaction Awards 2011

The results in full

Supplier                 
Overall satisfaction 67%74%75%89%90%81%70%79%
Would recommend to a friend 47%61%51%74%82%68%54%67%
Value for money 63%61%70%84%82%76%72%68%
Customer service 55%61%52%77%80%63%49%62%
Technical support 54%58%47%75%71%60%47%58%
Ease to interpret bill 67%74%80%84%82%79%82%83%
Quality of connection 68%74%77%83%84%79%67%81%
Speed/usage offered 57%62%62%82%70%71%62%80%
Best deal for you 41%41%46%63%56%53%43%43%
Ease of use 76%78%78%92%89%85%76%82%
Quality of information provided during switch 60%64%62%84%78%78%66%70%

 

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 February 2011 and received 7,759 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 200 responses.

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