Virgin Media Beats Sky In Broadband Satisfaction Rating

The National Customer Satisfaction Index is responsible for comparing the four main broadband providers- Virgin Media, Sky, BT and Talk Talk.

6,799 customers were interviewed about their experiences of receiving broadband services from these 4 companies during Q2 2014. The results from these interviews showed that Virgin Media had the highest percentage of customers who were content with the standard of the broadband they received. The score they record was 71% on the index, an improvement of 3% compared to Q2 2013’s 68%.

Sky came in second place, scoring 69%, the same result as their previous year score. Talk Talk improved on their 63% score from last year to get 67% this year. But BT was the loser of the night, scoring 65%, 2% less than their 2013 result.

The report highlighted the areas that UK broadband providers have been improving in during the last year, which includes:

  • Reliability
    • 2013 result- 70%
    • 2014 result- 71%
    • Improvement of 1%
  • Quality of other included services, such as email, data storage etc
    • 2013 result- 69%
    • 2014 result- 73%
    • Improvement of 4%
  • Speed
    • 2013 result- 67%
    • 2014 result- 70%
    • Improvement of 3%
  • Performance during peak hours
    • 2013 result- 66%
    • 2014 result- 69%
    • Improvement of 3%
  • Video streaming quality
    • 2013 result- 66%
    • 2014 result- 68%
    • Improvement of 2%
  • Ease of understanding bills
    • 2013 result- 75%
    • 2014 result- 76%
    • Improvement of 1%
  • Keeping service interruptions and outages to a minimum
    • 2013 result- 71%
    • 2014 result- 73%
    • Improvement of 2%
  • Website satisfaction
    • 2013 result- 69%
    • 2014 result- 71%
    • Improvement of 2%
  • Variety of internet plans
    • 2013 result- 65%
    • 2014 result- 66%
    • Improvement of 1%

As you can see from the resulted detailed above, there were improvement in every aspect of varing degrees- from a 1% improvement to a 4% change.

In terms of call centre satisfaction, none of the service providers showed any signs of improvement, with their scores remaining at 59%, the same as their score in 2013.

For fixed-line telephone services, Sky came in first position with 4% improvement on its 70% score in 2013. Talk Talk came in second place at 72%, a 5% increase from its 2013 score and Virgin Media followed at 71%, a 2% improvement on its 69% score last year.

BT suffered a similar fate in terms of fixed-line telephone services, coming in bottom place with a score of 66%, which is a 1% decrease on their 2013 score.

 

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