Smaller broadband providers top customer satisfaction survey

According to a report by the consumer watchdog Which?, customers of the smaller broadband providers are generally happier with the service they receive than those with the big three, BT, Talk Talk and Sky.

In the study of UK internet providers, John Lewis Broadband came out top for customer satisfaction. In addition to satisfaction, Which? surveyed broadband customers about reliability and speed, and found that the big name providers fared poorly when compared with some competitors.

Zen Internet, Utility Warehouse and Plusnet joined John Lewis Broadband at the top of the ranking list with satisfaction scores of more than 70%. In contrast, the three largest providers, Sky, BT and Talk Talk, all scored below 50% in the survey. EE (50%) and Virgin Media (52%) also struggled.

It does appear that the majority of broadband customers aren't entirely happy with their download speeds as most providers scored three out of five stars in this category. The smaller ISPs generally ranked better for value for money, technical reliability and customer service.

Which? Executive Director, Richard Lloyd said: "Smaller suppliers are leaving larger rivals in their wake when it comes to the service they provide so we need to see the big players up their game. Ofcom is also currently reviewing this market and we now need it to identify how it plans to ensure broadband customers get a better deal."

Which? is currently campaigning for clarity on the rules about advertised speeds. Providers are currently able to advertise an 'up to' download figure for their packages but these speeds reflect what 10% of customers can get - not what the majority will likely see.

Source: BBC News

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