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November 2023 - Telecommunications

Survey reveals what customers think of their ISPs with Plusnet coming out on top: A survey of broadband customers about their Internet Service Providers (ISPs) has found that Plusnet is leading the way for overall satisfaction. In the Best Broadband Awards 2023 it was crowned the best allround broadband provider in the UK, with 78% of customers saying they would recommend the provider to friends and family.

The survey is conducted annually by  Expert Reviews, with the objective of finding out what users think of the biggest ISPs, focusing on customer satisfaction, speed, customer service, reliability and value for money.

Plusnet also scored highly for customer service (74%) and how well their call centre dealt with customer problems (81%) - winning the individual awards in both of these categories. It also won the highly commended award for value. When it comes to reliability of its connections Plusnet also scored highly, achieving a satisfaction score of more than 80% –  the only provider of all the UK's eight major ISPs to do so. 

Virgin Media once again was awarded the award for the best provider for speed, with three-quarters of customers reporting they are happy with the speeds they received, and around a third (32%) saying they were 'very satisfied'. 

The best provider for value deals was Now Broadband, found the research, with 71% of the Sky-owned provider's customers saying they are satisfied with the value for money they receive. While Now Broadband does not yet offer customers full-fibre broadband, it does offer customers flexibility, with deals on one-month rolling contracts -- and is tightly focussed on the budget end of the broadband market. 

BT Broadband also scored well for speed, receiving a highly commended award in the 2023 survey, with 68% of consumers saying they are satisfied with the speeds that they receive. It was found to be the best for speed outside of Virgin's network. However, although Virgin Media is superior when it comes to speed, the provider's network only reaches 56% of the UK population, while BT Openreach's fibre broadband reaches the majority (96%). 

EE was awarded a highly commended award for customer service, coming second to Plusnet. A third of EE consumers reported being 'very satisfied' with the service they receive with 70% of customers also saying that they are happy with how their problem was handled in EE contact centres. The research also found that when it comes to Ofcom complaints only 6 out of every 100,000 customers have raised a complaint (the industry average is 11 per 100,000).

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