{"id":27897,"date":"2021-07-28T08:16:12","date_gmt":"2021-07-28T07:16:12","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=27897"},"modified":"2021-07-28T08:16:12","modified_gmt":"2021-07-28T07:16:12","slug":"asa-bans-vodafone-ads-for-misleading-uks-best-network-claim","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/07\/asa-bans-vodafone-ads-for-misleading-uks-best-network-claim.html","title":{"rendered":"ASA Bans Vodafone Ads for Misleading UK&#8217;s Best Network Claim"},"content":{"rendered":"<p>A complaint by rival mobile operator <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a> (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a>) has prompted the <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/asa\" target=\"_blank\">Advertising Standards Authority<\/a> (ASA) to ban several of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a>&#8217;s adverts after they &#8220;<em>misleadingly<\/em>&#8221; claimed to be the &#8220;<em>UK&#8217;s Best Network<\/em>&#8221; or &#8220;<em>UK\u2019s best mobile data network<\/em>&#8221; for <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/4g\">4G<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/5g\">5G<\/a> services (mobile broadband).<!--more--><\/p>\n<p>As we said last week (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/07\/asa-ban-three-uk-tv-ads-for-misleading-uks-fastest-5g-claim.html\">here<\/a>), when <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> had several of its adverts banned for making similarly bold claims (ironically after a complaint from <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> &#8211; bit of karma today), mobile operators that try to proclaim themselves as the best, most reliable, cheapest or fastest at something in ads tend to fall flat on their faces due to the difficulty of accurately substantiating such claims &#8211; particularly in the highly variable world of mobile connectivity.<\/p>\n<p>In this case, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>&#8217;s complaints against <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> flow from two separate, albeit very similar, ASA reports (<a href=\"https:\/\/www.asa.org.uk\/rulings\/vodafone-ltd-a21-1096104-vodafone-ltd.html\">here<\/a> and <a href=\"https:\/\/www.asa.org.uk\/rulings\/vodafone-ltd-a20-1058192-vodafone-ltd.html\">here<\/a>). One reflects two adverts &#8211; a home page and newspaper promotion (i.e. &#8220;<em>the UK\u2019s best mobile data network<\/em>&#8221; claim), which date all the way back to March 2020. Meanwhile, the other reflects a paid-for internet search ad from January 2021 (&#8220;<em>The UK\u2019s Best Network<\/em>&#8221; claim).<\/p>\n<p>The older &#8220;<em>best mobile data network<\/em>&#8221; claim was based on third-party testing data conducted by <strong>nPerf<\/strong>, but the ASA were &#8220;<em>concerned that participants were self-selected<\/em>&#8221; and, including other reasons, were generally not representative of the UK overall. It didn&#8217;t help that nPerf&#8217;s report contained only basic information about the testing methodology and that &#8220;<em>greater detail was necessary for consumers to understand fully the comparison<\/em>.&#8221;<\/p>\n<p>The ASA thus banned those two adverts and told Vodafone to &#8220;<em>ensure that they had adequate substantiation to support claims, including comparisons with identifiable competitors, in their marketing materials<\/em>.&#8221; The watchdog also told them to ensure that, in future, consumers were able to verify the comparisons made in their advertising.<\/p>\n<p>As for the more recent &#8220;<em>UK&#8217;s Best Network<\/em>&#8221; claim in an internet search advert, this one was a bit easier because Vodafone highlighted that it was actually meant to say &#8220;<em>The UK\u2019s Best Network as voted by readers of Trusted Reviews<\/em>,&#8221; but due to an unspecified &#8220;<em>technical error<\/em>&#8221; the Trusted Reviews part was removed. However, the ASA also took the opportunity to examine the usefulness of the survey itself, and found it wanting.<\/p>\n<blockquote class=\"bq1\"><p><strong>ASA Statement<\/strong><\/p>\n<p>We understood that the award was based on a mobile poll of users of the Trusted Reviews site where, of 42,000 votes across six categories, 1,007 were for best network. Respondents were invited to choose from a list of seven providers, Vodafone, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/o2uk\" rel=\"nofollow\" target=\"_blank\">O2<\/a>, Virgin, Three, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/giffgaffmobile\" rel=\"nofollow\" target=\"_blank\">giffgaff<\/a>, the order of which was randomised each time a user clicked on the poll. Respondents had not been actively sought out to vote but had chosen to do so voluntarily.<\/p>\n<p>We noted that the methodology required respondents to choose which of the seven providers they deemed to be the \u201cBest Network Provider\u201d. We considered that the poll question was very broad and that it was unclear what the criteria were for rating a particular provider as the \u201cBest Network Provider\u201d. We considered respondents were likely to have differing understandings of how well their network provider performed depending on their typical usage habits and requirements.<\/p>\n<p>Furthermore, we considered respondents were unlikely to have insight into how their own network provider compared against the others on the list. Overall, we were concerned that the data showed only highly subjective preferences. It was not clear how responses could be compared in a meaningful way to come to a view that one network provider was the \u201cbest\u201d. We considered the comparative nature of the claim required an objective component, and it was unclear to us how subjective preference alone would deliver such data.<\/p><\/blockquote>\n<p>Once again, the ASA decided that this advert should be banned and told Vodafone to &#8220;<em>ensure they held adequate and objective evidence to support comparative claims; that the basis of any comparison was presented clearly; and that ads provided sufficient information to enable consumers to verify comparisons with identifiable competitors or signposted consumers to such information<\/em>.&#8221;<\/p>\n<p>Today&#8217;s case is of course only the latest in a string of tit-for-tat style examples, where mobile operators have complained about their rivals making &#8220;<em>best<\/em>&#8221; style claims. Back in April 2020 it was <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> complaining about EE&#8217;s &#8220;<em>UNBEATABLE.. No.1 Network<\/em>&#8221; claims (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/04\/ee-uk-adverts-banned-for-unbeatable-no-1-network-claims.html\">here<\/a>), then in February 2021 EE retaliated by getting several <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/threeuk\" rel=\"nofollow\" target=\"_blank\">Three UK<\/a> adverts banned for using the &#8220;<em>Best Network for Data<\/em>&#8221; claim (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/02\/asa-ban-three-uks-best-network-for-data-claim-after-ee-moan.html\">here<\/a>).<\/p>\n<p>Shortly after that both EE and Vodafone managed to get <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/o2uk\" rel=\"nofollow\" target=\"_blank\">O2<\/a>&#8217;s adverts pulled for making &#8220;<em>the UK\u2019s No.1 Network<\/em>&#8221; claim (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/02\/asa-ban-misleading-o2-ad-claim-of-being-the-uks-no-1-network.html\">here<\/a>) and then, last week, Vodafone succeeded in getting Three&#8217;s &#8220;<em>UK\u2019s fastest <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/5g\">5G<\/a> network<\/em>&#8221; and &#8220;<em>real <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/5g\">5G<\/a><\/em>&#8221; claims pulled for being similarly misleading (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2021\/07\/asa-ban-three-uk-tv-ads-for-misleading-uks-fastest-5g-claim.html\">here<\/a>).<\/p>\n<p>As we said earlier, the high variability of mobile network coverage and performance makes it fundamentally difficult for any operator to make such broad claims. Meanwhile, by the time the ASA has actually taken any action, then such adverts have usually run their course.<\/p>\n<p>Mobile operators seem happy to keep playing the same game, perhaps because the negative publicity over these ads doesn\u2019t have much of a lasting impact or doesn&#8217;t outweigh the positive upside from running them. By contrast, the ASA remains somewhat of a toothless tiger.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A complaint by rival mobile operator EE (BT) has prompted the Advertising Standards Authority (ASA) to ban several of Vodafone&#8217;s adverts after they &#8220;misleadingly&#8221; claimed to be the &#8220;UK&#8217;s Best Network&#8221; or &#8220;UK\u2019s best mobile data network&#8221; for 4G and 5G services (mobile broadband).<\/p>\n","protected":false},"author":1,"featured_media":23201,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[61,406,99,405,60,96],"class_list":["post-27897","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-4g","tag-5g","tag-asa","tag-ee","tag-mobile-broadband","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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