Plusnet wins top broadband in new study

Plusnet, Virgin Media and Sky Broadband have topped a list of the UK's leading broadband providers in a new study by Satmetrix.

The trio scored best in benchmark tests that surveyed users onfactors including access to support, company reputation and valuefor money - and BT-owned Plusnet came out on top.

Satmetrix's Net Promoter Score ranks brands across sectorsincluding mobile, internet, and television. Plusnet featured in thetop 10 across all sectors, while Tesco Mobile also drew high praisein categories including treating customers fairly and ease ofuse.

Plusnet edged out Virgin Media in the broadband category whileSky, O2 and BT rounded out the top five. Vodafone and EE bothfaired poorly in the benchmark tests and came bottom for mobile andinternet services.

Satmetrix gathered the data by talking to around 300 customersfor each listed brand between January and February this year.

Satmetrix head of data science, Brendan Rocks, said: "The NetPromotion leaders are more likely to enjoy high customer retention,lower customer acquisition costs, and ultimately benefit from moresustainable growth."

"Many of the companies at the bottom of the rankings have hugepotential to improve, and Satmetrix's research brings to light theareas of the customer experience where they lag behindcompetitors."

The company also notes that a study of 11,000 people across theUK is a small sample, and shouldn't be used as a true indicator forquality. The tests also exclude smaller providers, who haveperformed well in other similar reports.

Source: ISP Review

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