Broadband customer service has improved, claims survey

Broadband customers have reported year-on-year improvements in customer service, value for money and service speeds, according to a survey of almost 20,000 consumers by Uswitch.com, the comparison and switching service.

The results form part of the 2022 Uswitch Telecoms Awards, which recognise customer satisfaction and the achievements made by the nation’s consumer broadband providers.

The winners were chosen by thousands of broadband customers and a panel of expert judges from the fields of consumer affairs, personal finance and technology.

Customer service, value for money and speeds all improved compared to last year, when satisfaction levels were lower in part due to the ongoing pandemic.

2022 broadband performance indicators and satisfaction levels

Source: Uswitch.com

Commitments to investing in its infrastructure has seen BT’s customer satisfaction levels soar, resulting in it winning half of this year’s broadband and TV awards, including the title for ‘Broadband Provider of the Year. The telecoms giant was also found to be the most reliable, most popular and best provider for bundled packages.

When it comes to offering the great service for less, NOW Broadband takes home the title of ‘Best Value for Money Broadband Provider’. Over three-quarters of customers (77%) say they are satisfied with the service that they receive from NOW. The provider offers broadband from as little as £18 per month – especially important as the cost of living increases.

2022 Broadband & TV Award Winners and Runners-up

Source: Uswitch.com

Sky scooped the innovation award as it sounded the death-knell for its iconic satellite dishes with Sky Glass – its all-in-one television and content system. Virgin Media O2 and Samsung shared the runner-up prize for the popular Volt Bundles, and the Fold 3 and Flip 3 handsets.

Disney+ takes home the award for Best TV Content this year, thanks in part to the launch of its Star service in February 2021, while Netflix struggled to keep up with its rival’s ever-expanding library of content.

Ernest Doku, broadband expert at Uswitch.com, comments: 

“After two years of turbulence for the telecoms industry, it’s really positive to see customers of the big providers reporting improvements in their broadband performance.

“It was a particularly solid year for the industry leader BT, as the company was able to scoop four out of our eight broadband and TV awards, at a time in which it has continued to invest in its infrastructure.

“Despite still being a relatively new addition to the streaming market, Disney+ has made massive strides in the past year in its mission to entertain Brits. The launch of Star helped win over a more grown-up audience, as the new feature added dozens of TV and films better suited for adults.

“While it’s important to see that overall satisfaction levels have increased since last year, there is still further progress to be made in order to win over the rest.

“With more customers beginning to hone in on their household utilities as bills rise across the board, it’s vital that broadband providers continue to offer not just an excellent level of service, strength and reliability, but a price to match.” 

For the full list of broadband winners in the Uswitch Telecoms Awards 2022 see here