Uswitch 2022 Awards Reveal Top UK Broadband and TV Providers
The winners of the annual Uswitch.com Awards 2022 have today been announced, which saw UK ISP BT scoop the surprise win for ‘Broadband Provider of the Year‘ and they also picked up wins across various other categories too. But oddly, this year’s event scrapped the “fastest provider” category. Read on for the full list.
The comparison site selected its winners via a combination of methods. Most of the awards were decided based on a survey of 19,624 UK consumers (conducted between 24th November and 7th December 2021), while several other categories were chosen by a panel of judges from the fields of consumer affairs, personal finance and technology. Sadly, smaller broadband ISPs were alas almost nowhere to be seen in the awards’ selection.
Respondents were also asked how satisfied or dissatisfied they were with their home broadband provider on each of the following categories – ‘customer service’, ‘charges’, ‘billing’, ‘online services’, ‘value for money’ and ‘speed’. Interestingly, there appears to have been a broad improvement across all of the categories since last year.
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Customer Satisfaction with Broadband
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Factors
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2022
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2021
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Customer service
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68%
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63%
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Value for money
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67%
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61%
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|
Service speeds
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76%
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73%
|
|
Online services
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75%
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69%
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|
Billing issues
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78%
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75%
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|
Additional charges
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68%
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58%
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Sadly, the press release doesn’t include a summary of the individual satisfaction scores for each provider, but we are told that BT has seen a notable increase in its satisfaction levels (hence why they’ve picked up so many awards this year), which is largely attributed to their investment in bringing customer support back to the UK and more customers adopting FTTP broadband.
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BROADBAND & TV
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Winner
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Runner-up
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Broadband Provider of the Year
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BT
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NOW Broadband (NOW TV)
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Best Provider Customer Service
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BT
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|
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Best Value for Money Broadband Provider
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NOW Broadband (NOW TV)
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|
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Most Reliable Broadband Provider
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BT
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Most Popular Broadband Provider
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BT
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Best TV Content
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Disney+
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Netflix
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Best Bundle Provider of the Year
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BT
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Sky (Sky Broadband / TV)
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Best Telecoms Innovation
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Sky for Sky Glass
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Joint runner up for Virgin Media / O2 for Volt Bundles and Samsung for the Fold 3 and Flip 3 handsets.
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Uswitch intends to issue their mobile awards in the near future.
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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BT have been saying for a while now that customer satisfaction and NPS has been increasing consistently over the last while.
This is a good example that suggests their outlook does translate to the real world.
Does it compensate for market share? All those who appear in this list account for about 88% of all Internet in the UK. How the surveys were conducted is clearly key to the results you’re going to get.
If they’re not weighted then you can get horribly skewed results. If you take it at face value, 12% of 20k is roughly 2400 respondents to cover every other single ISP not on that list. Lets assume there’s 100 other ISP’s (this site lists about 100) you’re only looking at 24 respondents per ISP. Some will be way less than that and so a single bad review when you’re only getting 2 responses will give a satisfaction score of only 50%. Assuming it is proportional you can have an AWFUL lot of bad reviews if you have 23% of the survey respondents (4600 for BT meaning you can suffer 1150 bad reviews and still not drop below 75%)
What I think is FAR more interesting is the fact that anything between 1/3 and 1/4 of people are dissatisfied enough with some aspect of their broadband service to say so in a survey. That seems like a staggeringly high number of people who have an issue. To put it another way, 1 in 3 to 1 in 4 of every single person surveyed has some sort of issue. That, to me, is an appalling statistic…
Gotta love Virgin getting Joint runner up for VM/O2 for Volt Bundles under the Best Telecoms Innovation category! :/
Uswitch awards aren’t really worth the paper they are printed on