Broadband speeds: Mystery shopping research October 2017
In June 2008, Ofcom introduced a new voluntary and self-regulatory Code of Practice (‘the Code’) for providers of residential fixed line broadband, which has had two subsequent updates. In 2010, the Code was updated with new measures which came into force in July 2011. Version 3.0 came into effect 1 October 2015 with all signatories needing to fully implement this version of the Code by end of transitional period 31 January 2016.
Ofcom introduced the Code to encourage ISPs to provide consumers with accurate information during the sales process to help them choose the broadband package that is the most appropriate for their individual needs. As part of Ofcom’s monitoring of compliance with the Code, we commissioned market research agency BDRC Continental to conduct mystery shopping which took place between September and December 2016 to assess compliance through ISPs’ sales processes online, over the telephone and, where applicable, in-store.
The full research report from BDRC Continental is attached, as well as individual ISP web audits.