Installation and switching
Customers were asked to rate their experience of the switching and installation process that took place when they moved across to their current provider.
Customers were asked how satisfied they are with their current broadband speed when compared with the stated or promised speed.
Customers were asked to think about the last six months with their existing provider (customers who had been with their current provider for less than six months were screened out). They were then asked to rate the reliability of their broadband package across that period.
Equipment & routers
Customers were asked to rate the quality of the equipment provided them by their broadband provider. This mainly refers to the supplied router, but can extend to bundled equipment such as mesh wifi extenders and so forth.
Likeliness to recommend
You can tell a lot by how likely a person is to recommend their broadband provider to others, and that's what we measured here.
In partnership with BVA BDRC, an award winning international consumer and business insight consultancy, Cable.co.uk quizzed 6,000 UK broadband household decision makers to discover their attitudes towards their current broadband provider.
Sample was divided across a broad spread of the UK demographic, covering all age groups and regions. Data were gathered from customers of 18 providers in total, with sample grouping weighted by provider market share. The smaller the provider, the smaller the sample.
Included broadband providers are: BT, Cuckoo Broadband, Direct Save Telecom, EE Broadband, Hyperoptic, iTalk Broadband, John Lewis Broadband, KCOM, NOW Broadband, Origin Broadband, Plusnet, Shell Energy Broadband, Sky Broadband, SSE Broadband, TalkTalk, Utility Warehouse Broadband, Virgin Media and Vodafone Broadband.