Report: Choosing the best broadband, mobile and landline provider

This is the second annual service quality report to be published by Ofcom.

It shows the quality of service experienced by customers of the UK’s largest landline, broadband and mobile providers in 2017. The information has been collected through our own research and complaints data, and directly from providers and third parties.

Note: The complaints to Ofcom data on pages 35, 36 and 52 of the report was adjusted on 30 April 2019. All other data in the report remains unchanged.

Full report

• Choosing the best broadband,  mobile and landline provider: Comparing service quality 2017 (PDF, 4.2 MB)
• Dewis y darparwr band eang, symudol a llinell dir orau: Cymharu Ansawdd Gwasanaeth 2017 (PDF, 1.2 MB)

Chapters

• Summary (PDF, 619.3 KB)
• Dashboards (PDF, 377.5 KB)
• Broadband and landline (PDF, 1.1 MB)
  • Data file (CSV, 24.6 KB)
• Mobile (PDF, 721.6 KB)
  • Data file (CSV, 11.9 KB)
• Business (PDF, 206.3 KB)

Annexes

• Annex 1: Approach to obtaining and analysing information from providers (PDF, 234.5 KB)
• Annex 2: Consumer research sources (PDF, 214.0 KB)

Research

• Customer Satisfaction Tracker: Summary of research findings (PDF, 773.6 KB)
• Quality of Customer Service – Reason to complain (PDF, 344.4 KB)
• Quality of Customer Service – Complaints (PDF, 1.8 MB)
• Quality of Customer Service – Benchmarking questions: Data tables (PDF, 498.0 KB)

This is the first annual service quality report to be published by Ofcom. It shows the quality of service experienced by customers of the UK’s largest landline, broadband and mobile providers in 2016. The information has been collected through our own research, and directly from providers.

The report follows on from the initial conclusions of Ofcom’s Digital Communications Review, published in February 2016, which found that improvements were needed in quality of service across the telecoms industry. We therefore committed to publish an annual report that would enable consumers to compare providers’ service quality.

We will publish service quality information at least annually, to update consumers on how providers are performing, and we will consider more frequent updates where appropriate.

Summaries

• Comparing Service Quality - summary (PDF, 1.8 MB)
• Cymharu Ansawdd Gwasanaeth - crynodeb o’r adroddiad (PDF, 2.3 MB)

Full report

• Comparing Service Quality report (PDF, 5.4 MB)

Interactive report

This interactive tool helps you compare provider performance in detail. You can use it to check how your provider is doing in the areas most important to you. We have a desktop tool and a mobile version (note: this link takes you to an external site).

Annexes

• Annex 1 – Methodology for analysing provider data (PDF, 218.7 KB)
• Annex 2 – Consumer research used in the report (PDF, 167.4 KB)
• Annex 3 – Ofcom mobile research: technical and statistical methodologies (PDF, 251.2 KB)

Research

• Customer satisfaction: 2016 research (PDF, 1.1 MB)
• Reason to complain: 2016 research (PDF, 1.2 MB)
• Quality of customer service: 2016 complaints handling research (PDF, 4.1 MB)