Zen Internet Tops Which? UK Broadband Survey, But TalkTalk Bottom

Consumer magazine Which? has published the outcome from their latest H2 2016 reader survey of broadband ISP satisfaction, which for the 10th time has named Zen Internet the best of the bunch. Sadly the news isn’t so good for TalkTalk, which had the lowest customer satisfaction score of 37%.

The survey itself was conducted between August and September 2016 with 4,485 members of the magazine (those who subscribe to a broadband, phone and or related TV service). As usual the respondents were asked to rate their ISP using a mix of several different categories (e.g. speed, customer support / service, reliability, value for money, clarity of bills, ease of set-up).

Overall Zen came top of the table with a customer score of 85%, which represents an improvement from the 83% they received in March 2016.

Broadband Satisfaction Survey Results H2 2016 (H1 Result)
1. Zen Internet 85% (83%)
2. Utility Warehouse 80% (80%)
3. John Lewis Broadband 69% (64%)
4. Plusnet 68% (65%)
5. Post Office 55% (59%)
6. Virgin Media 53% (54%)
7. Sky Broadband 53% (50%)
8. EE 47% (49%)
9. Vodafone 46% (58%)
10. BT 41% (47%)
11. TalkTalk 37% (38%)

Most of the providers saw an improvement in their scores from the H1 2016 result, although we note that the Post Office, Vodafone and BT suffered a particularly nasty fall from the previous survey. However you’ll need to buy a copy of the magazine in order to get a full breakdown of the results.

Andrew Fryatt, Zen’s MD for Small Business and Residential, said: “We’re honoured to again be named a Which? Recommended Provider … But we’re not complacent – we know there is always room for improvement. Our aim is to get even better and stay a few steps ahead of our competition. We continue to invest heavily in both our network and our service model.”

As usual there are some caveats to this survey and readers will note the distinct lack of other small and highly reputable ISPs, such as AAISP or IDNet etc. The magazine’s survey sample was simply too small to cover the entire market and so we only get a partial reflection; take with a pinch of salt.