Your cookie preferences


We use cookies and similar technologies. You can use the settings below to accept all cookies (which we recommend to give you the best experience) or to enable specific categories of cookies as explained below. Find out more by reading our Cookie Policy.

Select cookie preferences

Skip to main content

Satisfaction rates soar across broadband providers in annual Uswitch Telecoms Awards

  • Broadband consumers report year-on-year improvements in customer service, value for money and connection speeds[1]

  • Despite the continued challenges of the pandemic, investment from the biggest provider pays off as BT sweeps half of this year’s awards, picking up the top gong of Broadband Provider of the Year[2]

  • NOW Broadband named Value for Money Provider, as cheaper deals become more popular during cost-of-living crisis[3]

  • Sky Glass scoops innovation award as provider ditches its iconic satellite dishes, with Samsung’s Fold and Flip phones taking runner-up prizes  

  • Disney+ takes Best TV Content crown thanks to expanding its library of content with Star, as Netflix struggles to keep up.

Broadband customers have reported year-on-year improvements in customer service, value for money and service speeds, according to a survey of almost 20,000 consumers by Uswitch.com, the comparison and switching service[1].

The results form part of the 2022 Uswitch Telecoms Awards, which recognise customer satisfaction and the achievements made by the nation's consumer broadband providers. 

The winners were chosen by thousands of broadband customers and a panel of expert judges from the fields of consumer affairs, personal finance and technology. 

Customer service, value for money and speeds all improved compared to last year, when satisfaction levels were lower in part due to the ongoing pandemic.

Commitments to investing in its infrastructure has seen BT’s customer satisfaction levels soar, resulting in it winning half of this year’s broadband and TV awards[2], including the title for ‘Broadband Provider of the Year. The telecoms giant was also found to be the most reliable, most popular and best provider for bundled packages. 

When it comes to offering the great service for less, NOW Broadband takes home the title of ‘Best Value for Money Broadband Provider’. Over three quarters of customers (77%) say they are satisfied with the service that they receive from NOW[3]. The provider offers broadband from as little as £18 per month[4] - especially important as the cost of living increases.

Sky scooped the innovation award as it sounded the death-knell for its iconic satellite dishes with Sky Glass - its all-in-one television and content system. Virgin Media O2 and Samsung shared the runner-up prize for the popular Volt Bundles, and the Fold 3 and Flip 3 handsets.

Disney+ takes home the award for Best TV Content this year, thanks in part to the launch of its Star service in February 2021, while Netflix struggled to keep up with its rival’s ever-expanding library of content[5].

Ernest Doku, broadband expert at Uswitch.com, comments: “After two years of turbulence for the telecoms industry, it’s really positive to see customers of the big providers reporting improvements in their broadband performance.

“It was a particularly solid year for the industry leader BT, as the company was able to scoop four out of our eight broadband and TV awards, at a time in which it has continued to invest in its infrastructure.

“Despite still being a relatively new addition to the streaming market, Disney+ has made massive strides in the past year in its mission to entertain Brits. The launch of Star helped win over a more grown-up audience, as the new feature added dozens of TV and films better suited for adults.

“While it’s important to see that overall satisfaction levels have increased since last year, there is still further progress to be made in order to win over the rest.

“With more customers beginning to hone in on their household utilities as bills rise across the board, it’s vital that broadband providers continue to offer not just an excellent level of service, strength and reliability, but a price to match.”


The full list of broadband winners in the Uswitch Telecoms Awards 2022 will be announced here on Tuesday 15th February.

FOR MORE INFORMATION

Rianna York
Phone: 07817 083 280
Email: rianna.york@rvu.co.uk
Twitter: @UswitchPR

Notes to Editors
The Uswitch Broadband Awards were based on the opinions of a UK consumer panel of 19,624 broadband customers aged 18+, as well as a panel of expert judges. Responses were collected between 24th November and 7th December 2021.
1. Respondents were asked ‘how satisfied or dissatisfied are you with how your home broadband provider performs on each of the following?’. Satisfaction rates across ‘customer Service’, ‘charges’, ‘billing’, ‘online services’, ‘value for money’ and ‘speed’ had all seen an increase in satisfaction compared to responses to the same question asked for the 2021 Uswitch Awards
2. BT: BT to increase and accelerate FTTP build to 25m premises by the end of 2026
3. Respondents were asked ‘how satisfied or dissatisfied are you with how your home broadband provider performs on each of the following?’. 77% of NOW Broadband customers said that they were satisfied with ‘value for money’.
4. Source: Uswitch.com. Prices correct at the time of issue. Subject to change and availability. 
5. Independent: Star on Disney+ Guide

About Uswitch 

Uswitch is one of the UK’s top comparison websites for home services switching, including broadband, mobiles, SIM Only and insurance. We’ve saved consumers over £2.5 billion off their bills since we launched in September 2000.

In 2022, Uswitch launched its free mobile app, Utrack, to help consumers manage their home energy costs. By connecting to their smart meter, users can track their energy usage hourly, get dynamic insights and calculate potential savings with handy tips. 

Uswitch is part of RVU, a global group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.