J.D. Power and Associates latest customer satisfaction survey (Dec 2008) of UK fixed and Mobile Broadband services has ranked O2 ahead of its rivals. The provider won high praise in several fields for performance and reliability; billing; cost of the service; and customer service/technical support.

O2 scored an overall total of 767 on a 1000-point scale for fixed broadband and 712 for its Mobile Broadband service:


Interestingly 62% of fixed broadband customers reported experiencing a service disruption in the previous 12 months, with 26% attributing the outage to a local exchange problem or heavy Internet traffic:


Satisfaction with Mobile Broadband tended to be lower than with fixed broadband ISPs. Additionally, mobile customers report an average of 3.6 service disruptions in the previous 12 months, often due to poor reception and a busy network:


The study also revealed that 64% of fixed broadband customers use a wireless router to connect, with 73% of those receiving the hardware from their ISP. Interestingly 80% of customers bundled fixed broadband services with other services, which is unusual given the real-world dominance of standalone packages.

Meanwhile just 62% of Mobile Broadband customers had bundled their service with other products, which didn't stop 41% opting for incentives during subscription (44% took a monthly discount and 20% took a laptop).

However only 20% of fixed broadband customers said they “definitely will” or “probably will” switch their provider in the next 12 months, while 25% of mobile broadband customers say the same.