Zen Internet voted UK’s best broadband provider

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Zen Internet has been voted the UK’s best broadband provider in the annual Broadband Genie home broadband survey.

The Lancashire ISP was voted most recommended and most trusted and had the fastest standard and superfast broadband speeds [1], while also achieving excellent results in all other categories.

Zen was not the only ISP to take home awards; Direct Save Telecom won best value provider and best customer care. It marks the first time smaller providers have beaten the larger ISP’s to finish top in all the survey categories.

As major providers have a large market share [2] it’s easy for niche providers to be overlooked. Third-party websites are a great way to find and compare more specialist ISPs that may match a user’s needs. For example, the majority of larger providers have a reputation for poor customer service [3], where smaller providers often offer a more personal service. This can be ideal at either end of the user spectrum: from the elderly unfamiliar with the technology, through to expert users looking for more complex solutions.

Georgina Lord, Managing Director at Zen Retail, said: “To have won five of the Broadband Genie Awards this year is just fantastic. And to get top prize of Best Broadband Provider is a real honour and testament to our efforts to consistently provide our customers with the best possible service year round.

“At Zen we take a different approach, putting people at the forefront of everything we do and we take pride in providing customers with an exceptional service.” 

“As a responsible and reliable broadband provider we are constantly evaluating our service offering to ensure that we continue to be voted the best and most reliable internet provider in the UK.”

Stavros Tsolakis, Founder and Chairman at Direct Save Telecom, said: “We are delighted to be recognised as the "Best Value" broadband provider in Broadband Genie's Home Broadband Survey. Unburdened by external financing, our company led by its stakeholders, understand what is important to customers - Low Pricing and Excellent Service.  Broadband is important to every home in the UK and this award affirms Direct Save Telecom as a credible trusted alternative.

“I would like to thank the staff in our UK based customer service and technical support teams. We could not have won the best customer care award without their dedication and hard work.”

Alex Tofts, Broadband Expert at Broadband Genie, said: “Congratulations to our winners, Zen Internet and Direct Save Telecom, this year has been tightly contested. We always look to include as many niche and smaller providers as we can, they continue to do a great job of offering a more personalised service, which can be easily overlooked.

“In the current circumstances, bill payers will be reviewing their contract, with the bottom line price being at the forefront of their mind. However, the survey does show this is a particularly weak spot for the majority of providers.”

Broadband Genie interviewed 4,337 UK broadband bill payers to collect the data. Broadband Genie surveyed 2,337 UK broadband bill payers between 3rd December 2019 - 3rd February 2020 and commissioned polling company OnePoll to survey 2,000 UK broadband bill payers between 4th February - 7th February 2020 to collect the data. Each category had a series of questions assigned to determine the winner.

Full results - https://docs.google.com/spreadsheets/d/14qh-21rsLPrV8vnhwBRwDkSx9fSLfDFOY7Rq25N7x_I/edit?usp=sharing

Our updated awards page is now live - https://www.broadbandgenie.co.uk/broadband/survey/2020
We have also published a blog post with the results.

[1] Zen wins fastest standard and superfast provider - https://www.broadbandgenie.co.uk/blog/20200225-broadband-speed-awards-2020

[2] Total number of broadband customers, BT’s market share - https://www.ofcom.org.uk/research-and-data/telecoms-research/data-updates/q3-2019

[3] Ofcom customer service statistics - https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/best-and-worst-telecoms-customer-service-revealed

About Broadband Genie:

Broadband Genie is an independent switching site providing consumers and businesses with practical help, advice and price comparison for home broadband, mobile broadband, phones, TV services and mobile accessories. Broadband Genie was launched in March 2004 as the first dedicated consumer comparison site for broadband. It is now one of the largest in the UK, attracting more than 100,000 visitors each month.