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Zen take top spot in Which? Customer Satisfaction awards
Wednesday 23 February 2011 19:04:54 by John Hunt

Zen Internet have come out top in the Which? magazine's annual awards for Customer Satisfaction, picking up five stars for reliability and connection speed, with 4 stars for customer service. The company only achieved three stars in value due their higher pricing but, it is likely this higher pricing that has lead to them to be able to achieve the good ratings. Zen have topped Which's Customer Satisfaction category for 6 years in a row now based on a survey of nearly 10,000 magazine readers.

Second and third place were taken by O2 and Be Broadband respectively who although are both part of Telefonica, offer different products and separate customer support. O2 were ranked far higher than other similar large providers such as BT or Orange.

"With an overall Which? customer score of 88%, Zen truly deserves its Recommended Broadband Provider status. Zen has been among our top broadband performers since 2005, and this time round received top marks (five stars) for connection reliability and speed, falling down only on value for money, for which it got three stars."

Which? Statement

The full Customer Satisfaction ratings (courtesy of ISP Review) are below and we have added the ratings and positions for last year so users can see the improvements.

2011 Position 2011 Rating ISP 2010 Position 2010 Rating Position Change
1 88% Zen Internet 1 89% =
2 79% O2 2 77% =
3 75% Be Broadband 4 73% +1
4 74% Utility Warehouse 3 76% -1
5 72% Eclipse Internet 6 63% +1
6 69% PlusNet 7 63% +1
7 68% GreenBee 5 70% -2
8 56% PostOffice 8 60% =
9 55% Virgin Media 13 52% +4
10 54% Sky Broadband 11 56% +1
11 52% Tesco 18 44% +7
12 49% BT 17 46% +5
13 49% Demon Internet 14 50% +1
14 48% Madasafish 10 56% -4
15 40% SupaNet 19 39% +4
16 39% TalkTalk 16 48% =
17 36% Karoo ( KC ) 20 37% +3
18 34% Orange 22 32% +4
19 28% AOL UK 23 31% +4

Interesting of note from the table is the improvement of most ISPs, although this is largely due to some old faces such as Nildram, Freedom2Surf, UKOnline and Pipex no longer being included as they do not sell direct to consumers anymore after Tiscali being purchased by TalkTalk, and UKOnline shutting its doors last month. Madasafish is a little puzzling as the company is now run in collaboration with Plusnet (who performed much better). Not much change was seen at the bottom of the list- TalkTalk has fallen below BT since last year, whilst AOL, Orange, and Karoo continue to perform badly. AOL actually got 3% less than last year, but rose in the satisfaction tables due to the removal of the previously mentioned ISPs.


Posted by krazykizza over 6 years ago
No Entanet :(
Posted by undecidedadrian over 6 years ago
No IDNet as well.

It does suggest that the survey may be skewed somewhat when a small ISP that is meant to give excellent customer service doesn't even appear on the table.
Posted by simplypeachy over 6 years ago
No AAISP either, shucks :-)
Posted by RevK over 6 years ago
Did they ask AAISP?
Posted by RevK over 6 years ago
Biased or what?
Posted by c_j_ over 6 years ago
"Did they ask AAISP? "

Why would they ask AAISP? I presume they asked, as they usually do, subscribers to Which? magazine.

Maybe there's not much overlap between AAISP and Which? subscribers?

Metronet used to be very highly rated by which too (and rightly so) before what is now BT Sheffield borged/borked them, so I'm not sure it's just size.

If you really think it's bias I'm sure Which?'s lawyers would be delighted to hear from yours.
Posted by seb (Favicon staff member) over 6 years ago
@RevK: You'll have to wait until we publish ours :)
Posted by otester over 6 years ago
Use Top50 list.

This sucks.


Screw Entanet, they sold IPs to ACS.
Posted by Guest_Again over 6 years ago
I put Be*s ratings low when my speeds suck. as happened a lo lately and bonding was NOT worth it..

As I said before - New MD = Trouble.

Ju9st wait........

18 meg sync = [stb=1298506384438456680]

Used to load @ 2.21mbps - Not for a while, no.

1* shall remain unless it changes. Be quote BT speeds.
That's the si0gn, folks. :p
Posted by Guest_Again over 6 years ago
End of the road...?
Posted by Guest_Again over 6 years ago
Yea, Be show ok speeds now, but speedtests get lower.

Prove me wrong please Be.

Prove 'your worth, your loyal customers d-o that EVERY DAY.

Quid Pro Quo?
Posted by Guest_Again over 6 years ago
Nighty Night peeps. [wink]
Posted by otester over 6 years ago

Sure it wasn't 2.21MBps?
Posted by hhmb over 6 years ago
I took part in the survey and told them that AAISP provides me with an excellent service, but I guess that they don't appear because there were very few AAISP customers in the survey. It would be interesting to ask Which to publish how many responses they obtained for each ISP listed.
Posted by nbarker over 6 years ago
Well done Zen. Richly deserved.
Posted by XRaySpeX over 6 years ago
These Which? results are dubious.

The table above is not quite the one printed in Which?. In particular positions 2 & 3 were occupied with O2 The Basics LLU and O2 Access non-LLU respectively, with identical ratings for every aspect surveyed including sample size.

Any BB survey that cannot distinguish LLU from non-LLU must be suspect.
Posted by MHMertens over 6 years ago
I don't understand how a discount club (UW) can make it into this table at all (position 4). UW resells TalkTalk and presumably their network marketing bods all sign up to this survey to give Which? the impression that real customers rate their ISP highly. Why does Which? not reveal how many "votes" they've got for each of these ISPs?
Posted by Mr_Fluffy over 6 years ago
We are ?Which subscribers but we haven't had a broadband survey request from them for at least a couple of years. We would have been singing the praises of Be because, apart from a minor hiatus when we joined that was efficiently sorted out, we have had no need for customer support.
Posted by Mr_Fluffy over 6 years ago
Our connection has been a solid 15-16 Mbps giving consistent download speeds from good servers (e.g. Linux updates) at ~1.5 MB/s at any time of the day. In other words, no noticeable contention whatever.
Posted by Mr_Fluffy over 6 years ago
As far as I can see we would be much worse off with Zen because they are more expensive for anything more than nominal monthly bandwidth. On the odd occasions when we want substantially more than 10GB or even 50GB in a month, our Be account provides it at no extra cost
Posted by Mr_Fluffy over 6 years ago
If you want a sensible, up to date comparison of ISPs you could do a lot worse than

I'm afraid that ?Which leave a lot to be desired in their methodologies nowadays, and for a lot of products they either don't test a big enough group or they don't ask the right questions
Posted by superbike999 over 6 years ago
Although I am a Which? subscriber, I have always been mystified as to why Zen keep appearing as the top ISP, when value for money is one of the criteria upon which they score. This is only 3 in the case of Zen. I have been a previous Zen customer and was very satisfied with them. I left because of the poor value for money aspect.
Posted by forsaken over 6 years ago
@MHMertens UW does use a distributor system so you could be right there but the TalkTalk network isn't all that bad it's self to be fair.

It's TT's customer service that you will often find people moaning about so in that respect it's rather amusing that a reseller of theirs out performs them using their network.
Posted by forsaken over 6 years ago
Zen's support pages are pretty decent as well. I've known broadband analysts use them to provide support.

Zen usually gets their IP's and redirects them to the Careers page. Brilliant sense of humour I think!
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