Voluntary Code of Practice on Broadband Speeds: Mystery shopping research

15 May 2012

The Voluntary Code of Practice on Broadband Speeds ('the Code'), which was revised in July 2010 following our mystery shopping research in 2009 and which came into effect in July 2011 , requires internet service providers ("ISPs") who are signatories to provide clear and accurate information on the broadband services available to consumers at the point of sale. As part of our monitoring of the revised Code, Ofcom commissioned market research agency GfK to conduct mystery shopping research which took place between 17 December 2011 and 19 January 2012 to assess compliance with the Code through ISPs' sales processes, both online and over the telephone. The full research report is attached as an Annex, and we outline below the key findings of the report and Ofcom's planned next steps.

Full report

Audits

Ofcom Broadband Speeds Voluntary Code of Practice: Mystery Shopping Results (PDF, 96.2 KB)

Ofcom Broadband Speeds Voluntary Code of Practice: Mystery Shopping Results (PDF, 677.9 KB)