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PlusNet and Virgin Media Top Simplifydigital 2015 UK ISP Awards

Thursday, August 13th, 2015 (2:35 pm) - Score 1,538

Comparison site Simplifydigital.co.uk has today unveiled the winners of their 2015 Customer Choice Awards, which saw most of the big broadband ISPs (except BT and EE) pickup wins across several broadband, phone and TV categories based on their levels of satisfaction. But sadly you won’t find any smaller ISPs listed.

The results were largely based on a survey of more than 2,000 customers, which was conducted with consumers who switched providers during 2014 and 2015. A series of standardised questions with multi-point scales were then used to gauge satisfaction in four areas: Overall service, customer support, reliability and value for money.

Overall the survey found that 83% of respondents were generally satisfied with their provider (up from 74% last year) and 79% were satisfied with the reliability of their service (up from 71%). Similarly satisfaction with customer support has risen to 77% (up from 67%) and 79% felt as if they were getting value for money (up from 57%).

2015 Customer Choice Award Winners

Plusnet

  • Best Value Broadband & Phone Provider
    • 65% of Plusnet phone & broadband customers rated their service as good/excellent value for mone
  • Best Customer Service
    • 64% of Plusnet customers rated the provider as good/excellent for quality of customer service

Sky Broadband

  • Best Digital TV Service
    • 83% of Sky TV customers asked rated their range of channels Excellent or Good
    • 82 of Sky TV customers asked rated their on demand or catch-up TV service as excellent or good
    • 84% of Sky TV customers asked rated the reliability of their TV service as excellent or good

TalkTalk

  • Best Value Broadband, Phone & TV Provider
    • 51% of TalkTalk TV, broadband & phone customers rated their service as good/excellent value for money

Virgin Media

  • Best Superfast Broadband & Phone Provider
    • 70% of Virgin Media fibre broadband and home phone customers rated their provider as good/excellent for overall service
  • Number One Customer Rated Provider
    • 70% of Virgin Media customers asked rated the service from the supplier as either excellent or good overall

As usual you won’t find any smaller ISPs being mentioned above because most of the big commercial comparison sites shun them, which is a shame since many smaller ISPs (e.g. Zen Internet, Aquiss, AAISP etc.) have a good reputation for quality.

Speaking of reputation, Simplifydigital also asked the respondents to say what they believed the reputation was of the UK’s top broadband suppliers. Sadly we’re not given the full results (perhaps to avoid labelling one as the worst), although we are told that Sky came top, with 61% saying they believed the operator had either a fantastic or good reputation, and they were followed by BT (50%) and Virgin Media (50%).

Leave a Comment
6 Responses
  1. cyclope says:

    Yet more meaningless awards i see, “64% of Plusnet customers rated the provider as good/excellent for quality of customer service” And they can prove that every customer partipated ? if not totally meaningless and somewhate misleading, any plusnet customer who has needed support would say different long waiting times in ques on the phone, used to take them days to answer a ticket, now they have scapped their ticket system, plusnet and it’s CS are a joke yet they win an award and claim to be the best,bollox!!!

    1. Bob2002 says:

      I’ve always found them fine, in fact I spent 15 minutes dealing with them yesterday, no problems. I’ve also used TalkTalk(not as good) and BT(worse than TalkTalk).

  2. PeterM says:

    Most people, I think, would agree that PlusNet run a very successful advertising campaign, especially on television.
    I wonder if it is the perception that customers get from this advertising campaign, rather than the actual product they offer, that gives them the edge over their mass market rivals,

    1. DTMark says:

      I’d say there is a lot of truth in that.

      Sky have, IMO, possibly the best adverts ever. It is extremely slick. Sadly, they have no real network as such, and have to rely on BT to get their services to users down phone lines.

      Ironically Virgin Media have some of the worst TV adverts and the actual download speed and depth of the product offering is probably winning through.

    2. Lauren says:

      Skys ads are very slick, especially since the pixar/disney tie in. Virgins have indeed gone downhill a bit, although the latest which is more descriptive about the tech the service uses is not too bad, i also think the Seal one is pretty good. The worst has to be BT, mind numbing and quite clear when the new £5 charge for BT sports has gone… Paying a bunch of self important footballers on their adverts.

  3. cyclope says:

    Well in 2 yrs of being one of their customers i had capacity related problems on and off, with the last 6mths or so affecting the quality of my connection everyday
    And there are still some customers seeing peak time congestion related problems,
    Whilst i know that some of these issues lie within BTW wholesale’s domain plusnet as the ISP do have a duty to take matters up with BTW to get a resolution, regardless of them being a BT Group company, But the don’t do this, why?
    Also they have issues with their own networking , be that CPU load of their DPI kit they use for their prioritising of traffic ( and quite possibly other tasks) then they add their own version of the BTW IP profile that further limits throughput
    I rang their support, and knew more than the person i was speaking with about the connection, tickets took far too long to get a proper answer, they are a mass market ISP Their ADs campaign is based on lies & irritating , and if people believe that bull excrement that’s their choice

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