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O2, PlusNet and BT Dominate Annual 2012 CC Broadband ISP Awards

Friday, November 23rd, 2012 (8:46 am) - Score 950

The annual Customer Satisfaction Awards 2012 from ConsumerChoices.co.uk, which are based on feedback from more than 11,000 UK people, has seen broadband ISPs O2, PlusNet and BT dominant most of the categories with O2 picking up the gong for Overall Winner.

The bad news is that the study also examined internet speeds and found that 31% of consumers were dissatisfied with the performance of their broadband connection, which is double the 2008 level.

Consumers were also much more likely to be satisfied with the overall quality and reliability of their home phone service (71%) compared with their broadband (66%) and digital TV (62%) service.

Customer Satisfaction Awards 2012 – Winners

Overall Winner – O2

Quality and Reliability – O2

Customer Service – O2

Value for Money – PlusNet

Speed of Activation – PlusNet

Quality of Router – BT

Additional Customer Benefits – BT

Online Security Features – BT

Broadband Speed – Virgin Media

Most Improved – Orange UK (EE) and AOL

Unfortunately it’s not clear what proportion of the vote each ISP received in each category, which would have been a more useful statistic. Similarly it’s unclear whether any smaller ISPs were included in the study.

Leave a Comment
6 Responses
  1. Avatar Martin Pitt - Aquiss says:

    Consumerchoices is like most of these so called consumer sites. In order to be listed as an ISP, you have to pay.

    We have spoken to a number of these sites and they all want between £1000 and £5000 a month + percentage/fixed price per sale.

    1. Avatar Sledgehammer says:

      So in other words O2, Plusnet, BT and the other ISP’s have basically paid for their awards by subscribing to Consumerchoice.

      Not much of a survey then is it.

  2. Avatar Tom says:

    I do have to say that those results make me laugh.
    Reliability – O2.. really? o2 and BE are good but certainly not deserving of an award for their reliability over the past year.

    Best router – BT? Really? You can’t even enable WAN ping on the Home Hub!

    Speed of activation – is that even a race, everyone is restricted to BT Wholesale timescales surely? Equal access to the network etc? How can plusnet activate quicker than other providers.

    Humm.. I’m starting to sound a bit like Deduction :s

    1. Avatar Deduction says:

      BE/O2 it could be argued have paid to “win” awards for years. The ISPA awards for example every year they won a category they had sponsored another category in some manner. Which costs… http://www.ispa.org.uk/ispa-awards/sponsors/
      A certain so called “judge” for them is staff on another “independent” broadband site.

      Likewise when they have had PC Pro “recommendations” coincidentally enough a few months prior they were advertising in their magazine.

      Short version, this doesn’t come as a shock. Organisations, individuals and websites including here, like a cheap trick will do anything that is asked of them when its the likes of BT, O2 or similar big boys that are throwing them money to pay their bills. As is evident with the increased BT, Plusnet etc advertising here in recent months.

      A pity they still like to pretend they are “independent though”.

    2. Mark Jackson Mark Jackson says:

      Deduction you were banned from the forum because I warned you multiple times not to post abuse towards other members and you repeatedly ignored me.

      BT did not pay us to ban you lol and the advertising level on ISPreview.co.uk has been the same for a good 6 years now, 90% of which is managed by Google’s automated system as we no longer sell ANY direct advertising (it’s all managed externally so we can stay at arm’s length from ISPs).

      By the way thanks for trying to subscribe ispreview’s email up to tons of porn newsletters, which all went into the spam filter without any trouble, I was open to giving you access again until that. Hope you had fun going to all those sites though.

  3. Hi there, thanks for the feedback regarding our customer satisfaction awards, we’d just like to clarify a few points that have been raised.

    First of all, we always include the smaller ISPs in our research, but we have to agree a sensible ‘minimum threshold’ of respondents for an ISP to be included in the final number crunching – which this time was set at 100 respondents per provider. We do not deliberately set out to exclude smaller providers and we are looking at ways in which we can cast more attention on the excellent service they provide customers through our PR efforts in future.

    The results of the awards themselves are based entirely on the votes of thousands of consumers – we do not have a ‘judging panel’ or anything similar, which avoids any industry bias. No provider, whether large or small, can pay to win an award from us, they have to be chosen by their customers.

    Finally, with regards to the point on listings on our website: as a comparison site which is fully accredited by Ofcom, we follow strict guidelines in order to ensure consumers are not misled so ISPs cannot pay their way to the top of our comparison results table. We receive a commission from providers that we list on our service when a customer subscribes to that ISP’s service. Importantly, this doesn’t have any impact on the cost of the service to a customer. As an aside, we also take great efforts to ensure we have the most comprehensive list of providers around and are always open to speaking to new providers wishing to list their service on our calculator.

    We hope this sheds a little more light on our methodology and our awards.


    PR & marketing, broadbandchoices.co.uk

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