Uswitch broadband customer survey 2024
Find out which broadband providers came out on top in our annual customer survey of all things broadband. See how your provider ranks for speed, price and customer service.
Customer survey results
Here are all of the providers included in our provider survey and the scores they received from their customers.
Each section was scored using a 1-5 rating system.
Numbers in green are the highest scores recorded out of the top eight providers. Numbers in red are the lowest.
Plusnet
Overall score - 4.06
Customer service - 3.88
Value for money - 3.98
Internet speed - 3.97
Reliability - 4.09
Home equipment - 4.09
Installation/Setup - 4.25
Communication - 3.91
Sky
Average score - 3.99
Customer service - 3.77
Value for money - 3.73
Internet speed - 3.89
Reliability - 3.91
Home equipment - 4.04
Installation/Setup - 4.12
Communication - 3.88
BT
Overall score - 3.98
Customer service - 3.78
Value for money - 3.69
Internet speed - 4.02
Reliability - 4.05
Home equipment - 4.08
Installation/Setup - 4.14
Communication - 3.89
Vodafone
Average score - 3.91
Customer service - 3.67
Value for money - 3.92
Internet speed - 3.98
Reliability - 3.95
Home equipment - 4.06
Installation/Setup - 4.16
Communication - 3.87
EE Broadband
Overall score - 3.91
Customer service - 3.85
Value for money - 3.91
Internet speed - 3.88
Reliability - 4.01
Home equipment - 3.97
Installation/Setup - 3.99
Communication - 4
NOW Broadband
Average score - 3.88
Customer service - 3.49
Value for money - 3.87
Internet speed - 3.77
Reliability - 3.89
Home equipment - 3.92
Installation/Setup - 4.15
Communication - 3.65
Review coming soon...
TalkTalk
Average score - 3.86
Customer service - 3.49
Value for money - 3.8
Internet speed - 3.86
Reliability - 3.93
Home equipment - 3.98
Installation/Setup - 4.09
Communication - 3.67
Virgin Media
Average score - 3.84
Customer service - 3.49
Value for money - 3.55
Internet speed - 4.08
Reliability - 3.91
Home equipment - 3.92
Installation/Setup - 4
Communication - 3.69
Broadband providers we compare
Methodology
In December 2023, we asked 20,000 UK adults who are responsible for their home broadband to rate a number of aspects of their provider's service, in a nationally-representative survey conducted via Opinium.
Respondents were asked to rate their personal experience with these different aspects on a scale of 1-5.
- 1 = 'Very dissatisfied'
- 5 = 'Very satisfied'
The scores displayed for each provider are weighted averages from every respondent who selected their provider at the start of the survey. The overall score displayed for each provider is an average of the nine scores provided by customers for the questions listed below.
More broadband providers were included in this survey, but their responses didn't meet our 2% minimum threshold to use their survey data.
The data gathered above was part of a wider Uswitch survey to determine the winners of the Uswitch Telecoms Awards for 2024. Some of these awards were influenced by the number of sales each provider received on Uswitch. However, Uswitch sales were not a consideration in the interpretation of the survey data for the customer ratings in broadband provider reviews.
List of questions from Uswitch broadband provider reviews
Here is a full list of the broadband-related questions that determined our survey data for the Uswitch broadband provider reviews. Each question asked the customer to rate their experience on a 1-5 scale.
- Which, if any, of the following products and services do you have decision-making involvement for in your household (either FULL decision-making or SHARED decision-making responsibility)?
- Which company provides your main home broadband access?
- How satisfied or dissatisfied are you with how your home broadband provider performs on each of the following?Reliability (i.e. how stable and consistent your broadband connection is)
- Customer Service
- Provider communication (consider notifications/alerts regarding changes to your service and/or price)
- Value for money (please consider price, service and any perks or benefits)
- Internet speed
- Ease of set up / home installation
- Home equipment (e.g. routers, boosters)
- Overall experience
Uswitch broadband provider reviews
Read our expert reviews of all of the UK's biggest broadband providers.
