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Survey: Plusnet best broadband provider; TalkTalk worst

October 31, 2017 has published results of its broadband customer satisfaction survey that it claims is the largest ever undertaken.

Some 16,753 broadband customers were asked to rate their providers in the following individual categories: Reliability, value for money, customer service, speed and the process of switching to/joining.

Plusnet came out on top for value of money, customer service and the switching to/joining process. Virgin Media, meanwhile, took first place in both reliability, and speed.

Sky, coming in third overall, also performed well, coming in second in reliability, customer service and switching to/joining.

TalkTalk came in last place out of the ‘big six” providers, with BT second-last.

Commenting on the results of the survey, Dan Howdle, consumer telecoms analyst at, said: “Coupled with the unprecedented sample size, by focusing on how each aspect of the service customers receive measures up against their expectations, we have effectively levelled the playing field. For example, a 200Mbps customer who gets 100Mbps is likely to score similarly to a 17Mbps customer who gets 8Mbps. The aim will be to reproduce these results at the same time each year, so it will be interesting to see whether providers who did not perform as well can make up some ground on this year’s customer experience leaders.”

Mean Average Ranking Across All Categories
1. Plusnet
2. Virgin Media
3. Sky
4. Vodafone
5. EE
6. BT
7. TalkTalk

Categories: Articles, Broadband, ISP, Research