How do you rate your broadband provider? The uSwitch Broadband Customer Satisfaction Report reveals the best and worst broadband providers, as decided by their customers. Awards are made in eleven categories, including best value for money, best technical support and best overall customer satisfaction.
This year, newer broadband providers outperformed their more established rivals in every category. O2 was the runaway winner, earning 9 out of the 11 awards and achieving the highest ever level of customer satisfaction.
The report also revealed that over half (54%) of those surveyed don't think they're getting the best deal from their provider and the customer satisfaction gap between the best and worst providers was wider than ever.
Why not see how your provider performed - if you're not with an award-winner it could be time to switch.
Award | 1st | 2nd | 3rd |
|---|
Overall satisfaction |  92%
|  88%
|  87%
|
Would recommend to a friend | 89% | 79% | 79% |
Value for money | 92% | 87% |  83%
|
Customer support | 79% | 75% | 66% |
Technical support | 75% | 70% | 60% |
Ease to interpret bill | 89% | 84% | 84% |
Quality of connection | 87% | 85% | 83% |
Speed/ usage offered | 87% | 81% | 80% |
Optimal plan assurance | 74% | 63% | 63% |
Ease to start using provider | 93% | 87% | 84% |
Quality of information provided during switch | 88% | 80% | 78% |
What the customers say
'Fast connection, excellent customer service, I can't fault them' - O2 customer
'The connection is very reliable and offers good value for money. Customer support is excellent and they respond to queries quickly' - Plusnet customer
'Easy installation, fast service, good value for money. No trouble with download limits' - Sky customer
'Good speed, good support if you need it, good price' - Talktalk customer
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 2009 and received 12,054 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.