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Zen and Direct Save Telecom Named Top ISPs by Genie for 2020

Tuesday, April 7th, 2020 (9:00 am) - Score 1,466
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The annual Broadband Genie 2020 survey has today presented several awards to Zen Internet and Direct Save Telecom (DST), which saw both UK ISPs scoop wins across multiple categories. In particular Zen scooped the “Best Broadband Provider” accolade among others, while DST won for value and customer care.

The results were based off a combination of two surveys, including an interview that was conducted with 2,337 UK broadband bill payers (between 3rd December 2019 to 3rd February 2020) and a OnePoll survey with a separate group of 2,000 people (between 4th to 7th February 2020). Each category had a series of questions assigned to determine the winner.

Admittedly the sample size is fairly small and thus any results should be taken with a pinch of salt, but we have to credit the comparison site for including a much wider selection of ISPs this year. In total they gave a satisfaction rating across 18 providers and it’s worth noting that, looking at the ratings, most of the major players now sit toward the lower half of each category.

The odd one out below is Three UK, which doesn’t have a fixed line broadband service. We can only assume that this may be because of their 4G and 5G based “Home Broadband” packages, but it’s still a bit unusual for a survey to put fixed and mobile services side-by-side as they’re radically different methods of service delivery.

NOTE: The best broadband provider is awarded on the highest average score from across all survey questions.

Best Broadband Provider

Provider Score (%)
Zen Internet 87.4
Direct Save Telecom 87.2
Origin Broadband 84.5
John Lewis 79.7
Three UK 79.2
Vodafone 78.3
EE 77.5
SSE 77.5
Hyperoptic 76.4
Sky Broadband 75.3
Plusnet 75.0
NOW Broadband (aka NOW TV) 73.9
Shell Energy 73.1
BT 71.1
Post Office 71.0
TalkTalk 70.2
Virgin Media 68.8
KCOM 65.3

Most Recommended Provider

Provider Score (%)
Zen Internet 88.9
Origin Broadband 81.9
Direct Save Telecom 81.8
Hyperoptic 80.0
EE 75.1
John Lewis 74.9
Vodafone 74.8
Sky Broadband 74.4
SSE 74.1
Plusnet 73.9
Three UK 73.7
KCOM 72.3
Virgin Media 71.3
BT 70.7
NOW Broadband (aka NOW TV) 69.7
TalkTalk 69.5
Post Office 64.5
Shell Energy 64.4

Best Value Provider

Provider Score (%)
Direct Save Telecom 85.3
Origin Broadband 82.6
Zen Internet 81.7
Vodafone 75.3
Three UK 74.5
John Lewis 71.5
Shell Energy 70.9
EE 70.9
NOW Broadband (aka NOW TV) 70.8
SSE 69.0
Post Office 68.3
Plusnet 67.1
Sky Broadband 66.9
TalkTalk 66.2
Hyperoptic 65.0
BT 63.2
Virgin Media 58.7
KCOM 44.7

Best Customer Care

Provider Score (%)
Direct Save Telecom 90.7
Zen Internet 89.5
Origin Broadband 86.1
SSE 85.3
John Lewis 85.2
EE 83.5
Three UK 83.0
Vodafone 82.4
Plusnet 81.0
Sky Broadband 81.0
Hyperoptic 80.6
Shell Energy 78.9
NOW Broadband (aka NOW TV) 77.6
BT 75.4
Post Office 74.9
KCOM 74.3
Virgin Media 73.6
TalkTalk 71.7

Most Trusted Provider

Provider Score (%)
Zen Internet 89.6
Direct Save Telecom 89.3
John Lewis 86.7
Origin Broadband 86.5
Three UK 83.9
Hyperoptic 81.8
SSE 81.0
EE 80.2
Vodafone 80.1
Sky Broadband 78.7
Plusnet 78.2
Shell Energy 77.4
NOW Broadband (aka NOW TV) 76.4
BT 75.1
Post Office 74.5
TalkTalk 73.2
Virgin Media 72.9
KCOM 72.9

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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.
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