Uswitch broadband customer survey 2023

Methodology

In December 2022, we asked 22,832 UK adults who are responsible for their home broadband to rate a number of aspects of their provider's service, in a nationally-representative survey conducted via Opinium.

Respondents were asked to rate their personal experience with these different aspects on a scale of 1-5.

• 1 = 'Very poor' or 'Not at all satisfied'

• 5 = 'Very good' or 'Extremely satisfied'

The scores displayed for each provider are weighted averages from every respondent who selected their provider at the start of the survey. The overall score displayed for each provider is an average of the nine scores provided by customers for the questions listed below.

More broadband providers were included in this survey, but their responses didn't meet our 2% minimum threshold to use their survey data.

The data gathered above was part of a wider Uswitch survey to determine the winners of the Uswitch Telecoms Awards for 2023. Some of these awards were influenced by the number of sales each provider received on Uswitch. However, Uswitch sales were not a consideration in the interpretation of the survey data for the customer ratings in broadband provider reviews.

List of questions from Uswitch broadband provider reviews

Here is a full list of the broadband-related questions that determined our survey data for the Uswitch broadband provider reviews. Each question asked the customer to rate their experience on a 1-5 scale.

• Which, if any, of the following products and services do you have decision-making involvement for in your household (either FULL decision-making or SHARED decision-making responsibility)?

• Which company provides your main home broadband access?

• How satisfied or dissatisfied are you with how your home broadband provider performs on each of the following?

• Reliability (i.e. how stable and consistent your broadband connection is)

• Customer Service

• Monthly billing efficiency

• Overall contract price

• Provider communication

• Value for money (please consider price, service and any perks or benefits)

• Internet speed

• Ease of set up / home installation

• Home equipment (e.g. routers, boosters)