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Computer

Broadband survey results

The results of the Watchdog broadband survey are in.


21 March 2007

We asked Watchdog viewers to rate their broadband provider on customer service, ease of set-up, cancellation, value for money, and reliability of service. The results aren't presented as a scientific statistical survey, but a unique snapshot of the personal opinions of the 50,000 viewers who chose to take part. As such, it isn't intended to represent the views of Watchdog or the BBC's view of any of the companies, or their current performance.

For the purposes of this survey, Virgin, NTL and Telewest were treated separately, as the companies had only just merged and it was too early to assess the new company's performance.

Our overall ranking is based on the total volume of votes cast, meaning the companies that came out best and worst are shown in tables one and two.

Respondents were asked whether they were either: extremely unsatisfied (1), unsatisfied (2), satisfied (3) or extremely satisfied (4).

TABLE 1 - THE BEST BROADBAND PROVIDERS

This table lists - in order of the total number of votes cast - the companies that, overall, viewers who took part in the survey were most happy with. It was calculated by adding together the 'satisfied' and 'extremely satisfied' ratings in each of the five categories. This total is the number listed after each company's name.

Based on sum of 3s & 4s (satisfied, extremely satisfied)
1. BT - 18,862
2. Virgin - 17,881
3. AOL Europe -16,977
4. Tiscali - 11,973
5. TalkTalk -10,802
6. NTL - 10,399
7. Orange - 9,036
8. Telewest - 8,062
9. Sky - 6,202
10. Pipex - 5,772
11. Plusnet - 5,014
12. Zen - 4,742
13. Eclipse - 2,781
14. Demon - 2,515
15. Tesco - 2,216
16. Freedom2Surf - 2,160
17. Madasafish - 2,031
18. Nildram - 1,619
19. Waitrose - 1,308
20. Bulldog - 1,162
21. Supanet - 1,131
22. UK_Online - 987
23. ToucanSurf - 895
24. One.Tel - 585
25. Homecall - 528
26. Force 9 - 518
27. Metronet - 426
28. Biscit - 258
29. Global - 166


TABLE 2 - THE WORST BROADBAND PROVIDERS

This table lists - in order of the total number of votes cast - the companies that, overall, viewers who took part in the survey were least happy with. It was calculated by adding together the 'extremely unsatisfied' and 'unsatisfied' ratings in each of the five categories. This total is the number listed after each company's name.

Based on sum of 1s & 2s (extremely unsatisfied, unsatisfied)
1. Orange - 12,313
2. TalkTalk - 11,944
3. BT - 10,669
4. Tiscali - 10,412
5. AOL Europe - 7,500
6. Sky - 6,525
7. Virgin - 6,306
8. Pipex - 4,083
9. NTL - 3,753
10. Plusnet - 2,109
11. Bulldog - 1985
12. Telewest - 1373
13. Biscit - 883
14. Eclipse - 869
15. ToucanSurf - 811
16. Demon - 738
17. Tesco - 555
18. Freedom2Surf - 469
19. UK_Online - 432
20. Supanet - 431
21. Zen - 371
22. Homecall - 326
23. One.Tel - 305
24. Force 9 - 229
25. Nildram - 256
26. Madasafish - 190
27. Waitrose - 80
28. Metronet - 47
29. Global - 8


TABLE 3 - PROPORTIONAL DISSATISFACTION RANKING

Our main results have been calculated according to the number of votes cast, as this gives a more complete picture of viewers' opinions. However, it's clear that some of the smaller, lesser known companies provoked a very definite response, so we've also included here a proportional ranking.

This table lists all of the companies surveyed according to the proportion of 'extremely unsatisfied' or 'unsatisfied' votes. The total number of these 'dissatisfied' votes for each company was worked out as a percentage of the total number of people who responded about that company. The companies are listed in order of dissatisfaction.

Votes for 1s and 2s as percentage of total votes for that company
1. Biscit - 77%
2. Bulldog - 63%
3. Orange - 58%
4. TalkTalk - 53%
5. Sky - 51%
6. ToucanSurf -48%
7. Tiscali - 47%
8. Pipex - 41%
9. Homecall - 38%
10. BT - 36%
11. One_Tel - 34%
12= AOL_Europe - 31%
12= Force 9 - 31%
14= Plusnet - 30%
14= UK_Online - 30%
16. Supanet - 28%
17. NTL - 27%
18. Virgin - 26%
19. Eclipse - 24%
20. Demon - 23%
21. Tesco - 20%
22. Freedom2Surf - 18%
23. Telewest - 15%
24. Nildram - 14%
25. Metronet - 10%
26. Madasafish - 9%
27. Zen - 7%
28. Waitrose - 6%
29. Global - 5%


TABLE 4 - PROPORTIONAL SATISFACTION RANKING

This table lists all of the companies surveyed according to the proportion of 'satisfied' or 'extremely satisfied' votes. The total number of these 'satisfied' votes for each company was worked out as a percentage of the total number of people who responded about that company. The companies are listed in order of satisfaction.

Votes for 3s and 4s as percentage of total votes for that company
1. Global - 95%
2. Waitrose - 94%
3. Zen - 93%
4. Madasafish - 91%
5. Metronet - 90%
6. Nildram - 86%
7. Telewest - 85%
8. Freedom2Surf - 82%
9. Tesco - 80%
10. Demon - 77%
11. Eclipse - 76%
12. Virgin - 74%
13. NTL - 73%
14. Supanet - 72%
15= Plusnet - 70%
15= UK_Online - 70%
17= AOL_Europe - 69%
17= Force 9 - 69%
19. One.Tel - 66%
20. BT - 64%
21. Homecall - 62%
22. Pipex - 59%
23. Tiscali - 53%
24. ToucanSurf - 52%
25. Sky - 49%
26. TalkTalk - 47%
27. Orange - 42%
28. Bulldog - 37%
29. Biscit - 23%

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