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 on factors including access to support, company reputation and value for money - and BT-owned Plusnet came out on top.

Satmetrix's Net Promoter Score ranks brands across sectors including mobile, internet, and television. Plusnet featured in the top 10 across all sectors, while Tesco Mobile also drew high praise in categories including treating customers fairly and ease of use.

Plusnet edged out Virgin Media in the broadband category while Sky, O2 and BT rounded out the top five. Vodafone and EE both faired poorly in the benchmark tests and came bottom for mobile and internet services.

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

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

"Many of the companies at the bottom of the rankings have huge potential to improve, and Satmetrix's research brings to light the areas of the customer experience where they lag behind competitors."

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

Source: ISP Review

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