To help you choose broadband providers based on service, we’ve changed how we assess customer service levels to make results more robust.
Previously, our scores were based on a poll of MoneySavingExpert users. We’ve now moved to using a large, nationally representative YouGov survey, giving a broader, more balanced picture of customer experience.
When you do a broadband comparison using our tool, this update should make it clearer which firms are delivering good service – and which aren’t.
Our customer service rating has nothing to do with price. It only looks at how good each company is to deal with.
We’ll continue to update the scores regularly so they stay relevant.
While no measure of customer service is ever perfect, we think this gives a strong, balanced view of what customers actually experience.
How providers are rated (and why it's changed)
We now group providers into four categories based on their scores:
- 7.5 and above: Excellent
- 7.0 to 7.49: Good
- 5.0 to 6.9: OK
- Below 5.0: Poor
All scores are rounded to one decimal place.
With our new methodology, most providers tend to score higher overall.
That means a score of around six may be toward the lower end, but isn't necessarily bad. So we've avoided calling these mid-range scores "poor," which is why there are currently no firms that score as "poor."
This should better reflect what customers really think, while still making it easy to spot the best performers.
How providers stack up for customer service
According to our latest YouGov survey, from April 2026, Zen, Community Fibre and Toob were the joint highest rated firms for customer service, while Now Broadband was lowest rated...
| Main broadband supplier |
Rating |
Number of votes |
Rating |
| Zen | 8.1 | 88 | 'Excellent' |
| Community Fibre | 7.9 | 133 |
| Toob | 7.9 | 51 |
| YouFibre | 7.8 | 124 |
| Plusnet | 7.7 | 565 |
| Gigaclear | 7.7 | 55 |
| Utility Warehouse | 7.3 | 147 | 'Good' |
| Hyperoptic | 7.2 | 103 |
| EE | 7.2 | 1,158 |
| Vodafone | 7.0 | 842 |
| BT | 7.0 | 1,347 |
| Sky | 7.0 | 1,773 |
| TalkTalk | 6.9 | 537 | 'OK' |
| Three | 6.8 | 172 |
| Virgin Media | 6.7 | 1,896 |
| KCOM | 6.4 | 59 |
| Now Broadband | 6.2 | 57 |
How we crunch the numbers (the nerdy bit)
This is how we calculate the scores:
- YouGov survey: We ask YouGov to run a survey of around 10,000 people on broadband providers' customer service. From this, we typically get thousands of responses from people responsible for their household's broadband, rating providers from 0 (worst) to 10 (best).
- Reliable sample only: We only include providers with at least 50 responses, as anything less isn't statistically robust.
- Scoring formula:
- Work out the percentage of responses for each score (0–10).
- Multiply each percentage by the score (eg, % giving 7 × 7).
- Add these together for an overall score out of 10.
- Divide by 2 to convert to a score out of five.
This gives a consistent, comparable customer service rating for each provider.
How to use the scores
These scores give you a quick, easy way to compare how providers treat their customers.
They reflect average experiences, so individual service can still vary, but they should give you a good sense of what to expect before you sign up.
