Ofcom Updates Scorecards for Comparing Mobile and Broadband ISPs
Ofcom and the UK Regulators Network (UKRN), which includes data from CCW, FCA, Ofgem and Ofwat, have today published an updated series of scorecards that are intended to help consumers compare several key performance areas from the largest broadband, mobile, phone, energy, water and financial providers.
In short, these scorecards they allow people to compare providers by overall satisfaction, complaints to Ofcom per 100,000 subscribers and a Net Promoter Score. Mobile operators are also given a satisfaction score for value of money.
The eagle-eyed among you will no doubt notice that a lot of this data has already appeared in past reports, particularly Ofcom’s annual survey of telecoms quality (here), although there are a few bits of new information (e.g. NPS scores and the value for money rating on mobile operators).
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As a result of the above we’ll just skip right to publishing the results. But we should add that the overall average performance scores below relate only to the providers included in the analysis (i.e. those with at least a 4% market share). Some providers didn’t quite meet this inclusion criteria or didn’t have the data, thus those fields are blank (marked ‘N/A’ for not applicable).
The full report, which also crosses into the other sectors and their various providers, can be found below.
Cross-sector Performance Scorecards
https://www.ofcom.org.uk/__data/assets/pdf_file/0014/211082/ukrn-performance-scorecards-2021.pdf
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 X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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Plusnet broadband has the highest satisfaction rating but also the highest rate of complaints?
Why not? Those who don’t experience problems could be very happy. Only 0.1% (100 per 100K) have a terrible experience which isn’t resolved through ADR.
I would say having to take an issue to ADR in the first place IS a terrible experience!
Yes, in the same way that Norway has the happiest population and the highest suicide rate. When one number is a tiny fraction of the other it’s entirely possible to top both ends of the table.
It’s worth noting, Virgin Media technicians are forced to tell customers that they are personally marked again the question “how would you recommend virgin media to a friend or colleague “ possibly inflating these numbers. If customer mentions they are unhappy the technician is held responsible. Also later in the questionnaire it asks how was your technician but they are not marked against that. Very sketchy if you ask me.
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