Nick Gelling, product test writer at Consumer, said this year’s results should remind consumers of the importance of regularly reviewing their utility services and not to be afraid to switch as needs or expectations change.
“Our 2024 survey shows a few surprising position changes on the table. It’s quite clear from the results that not all internet service providers are equal when it comes to the value for money they provide or their levels of customer and technical support,” said Gelling.
The star performer
Starlink, SpaceX’s satellite-operated broadband service, is this year’s highest-performing internet provider. Four out of five of its customers were very satisfied with its service, the reliability of the connection it provided and the connection speed.
“It’s the first year Starlink has had enough responses to our satisfaction survey to be featured in our analysis, and it’s made a great start,” said Gelling.
“While more expensive than its competitors, Starlink offers triple the speed. That would be a big deal for rural customers who haven’t experienced such fast internet before. It might also explain Starlink’s extremely high satisfaction score, 80% compared with the average of 58%.”
However, Gelling suggests that urban residents may not be as impressed.
“Starlink delivers faster internet speeds than its rural competitors, but it’s slower than most Fibre plans.”
The next best
Now was the second-best performer in Consumer’s survey, with 65% of its customers very satisfied with the service they received.
“Despite 2024 being the second year Now has taken second place in our survey, its score last year was 72%, so its standards may have slipped slightly,” Gelling said.
The fallen star
At the bottom of the pile was Sky Broadband, which was the worst-performing broadband provider in Consumer’s 2024 satisfaction survey.
“Last year, 55% of Sky Broadband customers felt it offered value for money, whereas this year, that figure has plummeted to 39%,” said Gelling.
“This sharp decline highlights how important value for money is to customers, and it’s clear that businesses that succeed are those that consistently deliver both value and reliable customer service.
“Many of us are increasingly reliant on the internet in our day-to-day lives, so if you’re not happy with the speed or service your provider gives, your needs may have changed, or your provider’s standards may have slipped.
“We always encourage consumers to switch providers if they’re not happy – it’s often easier than you think. Our survey found that 83% of people who’ve switched found it easy.”
Members can access the detailed survey results from the best and worst internet providers webpage.
Best and worst internet service providers
We asked consumers to rate satisfaction with their internet service provider. How did yours do?
