About our survey

11,038 online members completed our survey in October 2011. 

Our survey’s rating categories are overall performance, customer service and reliability.

We asked our members how they rated their ISP overall over the last 12 months. The performance rating here is the percentage who rated their ISP’s performance as “good” or “very good”.

We also asked how satisfied they were with customer service in terms of in-home setup, phone help (billing), phone help (technical) and online help. The satisfaction rating is based on the percentage of people who’d used the service and were “fairly satisfied” or “very satisfied”.

Finally we asked about the ISP’s reliability for connection and speed. The rating for reliability is based on the percentage of broadband users who had not experienced disconnections, dropouts, or slower-than-expected speeds.

See the Survey results for details of how individual ISPs performed.