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Engine Claims Customer Service at UK Broadband ISPs is Improving

Monday, July 23rd, 2018 (12:13 pm) - Score 561
call centre fail

The latest Engine Customer Experience Report 2018 has claimed that the UK Broadband & Pay-TV media sector has risen one spot to 8th place for best customer service and experience thanks to a 3% rise, putting it just ahead of the mobile sector and utilities (9th). But overall this is still way down the sector ranking table.

In terms of the top 10 companies for best customer service and experience, it’s noted that Sky (Sky Broadband / TV) comes highest of the sector and is ranked 9th. After that Virgin Media places 10th and it’s noted that Vodafone is tied in the same position, albeit only for the mobile sector.

top_10_best_uk_sectors_for_customer_service

However, we’d take all this with a big pinch of salt since the survey, which was conducted online in April 2018, stems from a sample size of just 1,004 UK adults (18+).

Joe Heapy, co-founder of Engine, said:

“Historically, the broadband and pay-TV sectors have suffered from a lack of consumer trust and a reputation for complexity. Engineers not turning up on time, broadband speeds with no guarantee and unreliable customer service have all contributed to a perception that these companies provide poor service.

However, with regulators stamping down on misleading marketing of broadband speeds and companies working hard to ensure that standards are raised, there are clear signs of improvement. To have the likes of Sky and Virgin Media named by the public as top 10 companies for service indicates that a corner has finally been turned”.

The full report can be viewed by signing up on Engine‘s website.

Top 10 Best Companies
1. Amazon
2. John Lewis, Lloyds Bank (Tied)
3. Tesco
4. M&S
5. British Airways
6. Sainsbury’s
7. Barclays, Santander, Nationwide (Tied)
8. Premier Inn, Apple (Tied)
9. Sky (Sky Broadband)
10. Virgin Media, Vodafone, Halifax, Asda (Tied)

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
2 Responses
  1. Avatar M

    As soon as outsourcing support offshore is abolished the better because when one is frustrated enough and does not want the language barrier to add to it is infuriating. The only exception was BE Unlimited with a Bulgarian support centre who were really great people. R.I.P. BE.

  2. Avatar Optimist

    I can’t quite work out the point of comparing different sectors. If you’re dissatisfied with public transport, stay in a hotel instead, perhaps?

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