Broadband Guide

BroadbandChoices Customer Service Awards 2008

BroadbandChoices.co.uk today announces its customer satisfaction results across the top ten ISP brands. PlusNet topped the table with an average of 79 per cent of users saying they were 'very/fairly satisfied’ with their broadband service across all six customer satisfaction service categories. A full breakdown of the awards is set out below...

BroadbandChoices.co.uk Customer Awards 2008

The list below sets our a league table based on the consolidated customer satisfaction ranklngs for all six categories. This is based on positive customer rankings (very satisfied / fairly satisfied). A category, by category breakdown is listed below.

1 - PlusNet - (www.plus.net)
2 - Sky Broadband - (www.sky.com)
3 - Pipex - (www.pipex.co.uk)
4 - Tiscali- (www.tiscali.co.uk)
5 - Virgin Media - (www.virginmedia.com)
6 - AOL Broadband - (www.aolbroadband.co.uk)
=7 - BT Broadband - (www.bt.com)
=7 - TalkTalk - (www.talktalk.co.uk)
=7 - Tesco Broadband - (www.tesco.net)
10 - Orange - (www.orange.co.uk)

* Source - uGov / Point Topic Jan 2008

The Quality & reliability of your home Internet Service

Winners - (very satisfied / fairly satisfied)

1. PlusNet - 88.3%
2. Pipex - 87.9%
3. Virgin Media - 83.0%
4. Sky Broadband - 81.0%

Losers - (fairly unsatisfied / not at all satisfied)

1. Tesco - 23.8%
2. Orange - 14.2%
3. TalkTalk - 13.9%
4. AOL Broadband - 12.8%

Download times of files and web pages

Winners - (very satisfied / fairly satisfied)

1. PlusNet - 82.9%
2. Pipex - 74.6%
3. Virgin Media - 71.1%
4. Sky Broadband - 69.4%

Losers - (fairly unsatisfied / not at all satisfied)

1. Tesco - 36.5%
2. Orange - 21.2%
3. TalkTalk - 19.5%
4. BT Broadband - 19.1%

The clarity of pricing & billing

Winners - (very satisfied / fairly satisfied)

1. Sky Broadband - 77.1%
2. Tiscali - 75.3%
3. PlusNet - 74.7%
4. Orange - 73.2%

Losers - (fairly unsatisfied / not at all satisfied)

1. Pipex - 16.7%
2. BT Broadband - 16.1%
3. Virgin Media - 11.3%
4. TalkTalk - 9.2%

After sales support

Winners - (very satisfied / fairly satisfied)

1. PlusNet - 73.9%
2. Pipex - 66.1%
3. AOL Broadband - 54.0%
4. Sky Broadband - 53.4%

Losers - (fairly unsatisfied / not at all satisfied)

1. Orange - 28.8%
2. TalkTalk - 27.9%
3. Virgin Media - 24.4%
4. BT Broadband - 23.8%

Good value for money

Winners - (very satisfied / fairly satisfied)

1. PlusNet - 81.1%
2. Sky Broadband - 75.7%
3. TalkTalk - 73.7%
4. Tiscali - 62.4%

Losers - (fairly unsatisfied / not at all satisfied)

1. BT Broadband - 28.7%
2. AOL Broadband - 18.4%
3. Virgin Media -16.5%
4. Orange - 16.0%

Speed of service activation (after sign-up)

Winners - (very satisfied / fairly satisfied)

1. PlusNet - 73.6%
2. Pipex - 67.7%
3. Sky Broadband - 66.8%
4. Virgin Media - 62.6%

Losers - (fairly unsatisfied / not at all satisfied)

1. TalkTalk - 25.4%
2. BT Broadband -18.6%
3. Sky Broadband - 17.0%
4. Tiscali - 16.2%

BroadbandChoices.co.uk Customer Satisfaction Awards was based on research conducted by YouGov (Jan - Feb 2008) querying about 4,000 household respondents in an online survey throughout GB (excluding Northern Ireland), in association with the Point Topic Broadband User Service.

Figures relating to top 10 ISP brands covers over 3000 household respondents in each question category:

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