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).

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