O2 retains broadband satisfaction crown

O2 scored highly across all broadband categories

O2 has retained its position as the king of internet service providers (ISPs) in the UK, winning all six key satisfaction categories as well as being voted best overall provider in the recent Broadband Customer Satisfaction Awards.

The biannual survey conducted by Broadband Choices garnered more than 10,000 responses, ranking O2 at the top, followed by PlusNet, Sky Broadband, Virgin Media and TalkTalk in the overall satisfaction stakes.

"We were overwhelmed by the responses to our survey, the sheer number of which indicates that broadband is coming under more scrutiny than ever before from consumers," said Michael Phillips, product director of Broadband Choices.

"It's impressive to see that O2 scored an average of 86 per cent for very/fairly satisfied across all categories. They were streets ahead of the other ISPs, who averaged 60 per cent."

Virgin Media emerged as the most improved ISP overall, compared to the autumn 2008 survey, but its major rival Sky scored top as the best ISP overall for bundled services.

The research also revealed that that over half of respondents are considering changing their ISP in the next six months. One third put their dissatisfaction down to the difference between the claimed speed and the actual speed received from the ISP, and nearly a fifth cited price as the motivating factor.

"Our findings indicate that more than 46 per cent of customers have already switched provider," added Phillips. "As competition in the broadband market increases, it's encouraging to see that consumers now recognise that there are viable alternatives."

O2 was understandably pleased with the findings. "We are delighted that our offering has come out on top once again," said marketing director Peter Rampling.

"We took our time coming to market to ensure that we launched with an unparalleled focus on customer experience. The overwhelmingly positive response from customers and independent sources alike is testament that we took the right approach."

However, Phillips warned that even the top scorers should not rest on their laurels.

"Every time we do our survey we get inundated with customers bemoaning the after-sales support they receive. This spring's survey further underlines this, with customer service coming bottom across the board in terms of satisfaction," he said.