Biannual MSE Broadband Survey 2018 – Zen & Plusnet on the top

Zen Internet and Plusnet who are the Internet and Phone service providers in the UK, have been ranked top taking the 1st and 2nd place in a biannual MSE Broadband Survey 2018. The survey was conducted to reveal the ISPs which provide best customer service quality. Whereas, on the other side, Post Office and TalkTalk are being ranked at the bottom with poor rating.

The survey was conducted by Money Saving Expert in the past 6 months and polled by 7066 people. The customers were asked to rate their broadband ISP giving them option of three grades as “Great, OK and Poor” to measure their customer service quality. The service providers who obtained minimum 75 votes were included in the list and hence only familiar medium & large providers were in the final list.

Many other service providers came close and got good ratings in the survey, but they did not form part of the top list say Hyperoptic with 88% (Great), Now TV with 44% and SSE with 68%. On the other hand, KCOM and Origin Broadband secured Poor votes of 46% and 56% respectively.

Provider

Rank

Great

OK

Poor

Zen Internet

1

94%

4%

2%

Plusnet

2

58%

27%

15%

John Lewis

3

53%

31%

16%

EE

4

42%

39%

19%

Vodafone

5

43%

28%

29%

Sky Broadband

6

34%

45%

21%

Virgin Media

7

38%

38%

25%

BT

8

33%

37%

29%

Post Office

9

28%

41%

31%

TalkTalk

10

26%

35%

38%

A Spokesperson of TalkTalk said that though these results were disappointing them, they have been working towards major service improvements. They have closed call centres in India and started providing online tools / support and also launched better Wifi Hub router to strengthen their network reliability. These initiatives start to provide better improvements in satisfaction levels.

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