Skip to main content
Jump to navigation

UK broadband customers are more satisfied with service levels than at this time last year, a recent study has indicated.

The National Customer Satisfaction Index has risen by two percentage points - from 67 per cent to 69 per cent - over the last year.

Virgin Media Logo 2014

As reported by, 6,799 customers were interviewed about their broadband experience during Q2 2014.

Of the four main service providers, Virgin Media was found to have the highest percentage of contented customers.

The cable specialist recorded a score of 71 per cent on the index, up from 68 per cent in Q2 2013.

Sky was the next-best performer with 69 per cent, unchanged from last year, while TalkTalk improved its score from 63 per cent to 67 per cent.

BT lagged behind its three main fixed-line rivals with 65 per cent, down two percentage points from 67 per cent in 2013.

In terms of fixed-line telephone services, Sky topped the chart with 74 per cent, up from 70 per cent last year.

TalkTalk increased its index score from 67 per cent to 72 per cent, while Virgin Media also improved from 69 per cent to 71 per cent.

However BT again came bottom of the four main providers, falling from 67 per cent to 66 per cent in this year's index.

The report revealed that UK broadband providers improved in a number of areas over the last 12 months.

These included reliability and speed, performance during peak hours, quality of video streaming, ease of understanding bills, and the ability to keep service interruptions and outages to a minimum.

Only in the call centre satisfaction category did service providers register no improvement compared to 2013, with the index score remaining at 59 per cent.

Join the conversation

comments powered by Disqus

Stay up to date

  • Google+ Follow uSwitchTech
  • Subscribe to our RSS feed

Latest Comments

Search news