| 16 February 2021
The ‘big four’ UK broadband providers - BT, Sky, TalkTalk and Virgin Media - need to go some way to providing overall customer satisfaction, according to new research by Uswitch.com.
The research was conducted as part of the 2021 Uswitch Broadband Awards, which recognise excellence in the consumer broadband industry. The awards were voted for by more than 17,000 broadband customers, as well as by a panel of expert judges from the fields of consumer affairs, personal finance and technology.
The findings showed that just 42% of customers from the big four firms have been satisfied with their provider’s service during the past year, with more people than ever relying on broadband during the pandemic.
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Speaking about the new research, Ernest Doku, broadband expert at Uswitch.com, comments: “The stakes in this year’s Uswitch Broadband Awards have never been higher. Months of lockdown living - and working - have seen millions of people rely on their broadband connection at all times of the day.
“For the past year, the performance and reliability of our broadband has underpinned our work, social life and leisure time. Faced with that challenge, the Big Four all found times tough, with none of them scoring a customer satisfaction rate above 50%. This could be a result of the perfect storm of surging demand and a decrease in staffing levels at call centres just as the number of customer issues soared.