{"id":402874,"date":"2021-06-28T17:31:19","date_gmt":"2021-06-28T16:31:19","guid":{"rendered":"https:\/\/www.finder.com\/uk\/?p=402874"},"modified":"2023-02-07T05:41:34","modified_gmt":"2023-02-07T05:41:34","slug":"broadband-ratings-methodology","status":"publish","type":"post","link":"https:\/\/www.finder.com\/uk\/broadband-plans\/broadband-ratings-methodology","title":{"rendered":"Methodology for broadband ratings"},"content":{"rendered":"<p>If you&#8217;ve browsed our broadband review pages you may have noticed that many of them feature star ratings at the top. They&#8217;re there to give you a quick indication of how good a broadband supplier&#8217;s service is and how it treats its customers.<\/p><p>To make sure everything is transparent, here we explain how we crunch the numbers to come up with the ratings.<\/p><p>We publish 2 types of star ratings:<\/p><div><ul class=\"list-10\"><li><strong>Finder&#8217;s expert ratings.<\/strong><span> <\/span>Our experts look at how each broadband provider performs against a set of scores measured by Ofcom, the watchdog that oversees the broadband companies.<\/li><li><strong>Customer satisfaction ratings.<\/strong><span> <\/span>We take one overall &#8220;satisfaction&#8221; score from Ofcom&#8217;s latest annual customer service survey.<\/li><\/ul><\/div><h3>Finder&#8217;s ratings<\/h3><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--100 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Excellent<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--80 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Good<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--60 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Average<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--40 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Subpar<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--20 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Poor<\/p><h4>How it works<\/h4><p>To come up with our expert ratings, we score products across 6 key areas. Each contributes a different amount to the overall score.<\/p><ul class=\"list-10\"><li><strong>Is the firm signed up to Ofcom&#8217;s Automatic Compensation Scheme (5% of total score)? <\/strong>If the answer is yes, then we award the provider 5 points. If not, it gets zilch.<span> We get this information from the telecoms regulator Ofcom directly. <\/span><\/li><li><strong>Overall satisfaction with service (35% of total score).<\/strong><span> This measures the proportion of a firm&#8217;s customers who are generally satisfied with the service they&#8217;re receiving. These figures are collected by Ofcom, which carries out a survey every year by polling 2,274 adults about their fixed-line broadband provider<\/span>.<\/li><li><strong>Satisfaction with the speed of service (30% of total score).<\/strong><span> <\/span>Taken from the same Ofcom survey, this is a measure of how happy customers are with the connection speeds they receive from their provider.<\/li><li><strong>Overall satisfaction with complaint handling (15% of total score).<\/strong><span> Out of those who made a complaint to their broadband firm in 2020, this is the proportion who felt their issue was resolved properly, according to Ofcom. <\/span><\/li><li><strong>Customers with a reason to complain (10% of total score). <\/strong>This score reflects the proportion of a provider&#8217;s customers who told Ofcom they needed to complain about an issue last year. The lower the number, the better the score. <span> <\/span><\/li><li><strong>Proportion of orders delivered by agreed date (5% of total score).<\/strong><span> Once a customer agrees to switch suppliers, t<\/span>his score measures the proportion of orders delivered on time.<\/li><li><strong>Overall.<\/strong><span> <\/span>Percentage scores are converted into a star rating, to the nearest half star.<\/li><\/ul><h3>Customer satisfaction ratings<\/h3><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--100 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Excellent<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--80 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Good<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--60 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Average<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--40 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Subpar<\/p><p style=\"margin-bottom: 5px;\"><span class=\"luna-stars luna-stars__fill--20 luna-stars--yellow\">\u2605\u2605\u2605\u2605\u2605<\/span> \u2013 Poor<\/p><h4>How it works<\/h4><p>To get a quick snapshot of how customers rate their broadband supplier, the customer satisfaction rating is taken from the &#8220;Satisfaction with service overall&#8221; score that each company receives in Ofcom&#8217;s annual customer service survey. This percentage score is then converted into a star rating, rounded to the nearest half star.<\/p><div id=\"sources\" style=\"position: relative;\"><h3 style=\"position: absolute; width: 1px; height: 1px; padding: 0; margin: -1px; overflow: hidden; clip: rect(0,0,0,0); white-space: nowrap; border: 0;\">Sources<\/h3>\n<div id=\"lazy0000000000\"><\/div>\n<script type=\"application\/json\" id=\"lazyloaded-assets-json-lazy0000000000\" class=\"lazyloaded-assets-json\">{\"critical-scripts\":[],\"scripts\":[\"https:\\\/\\\/www.finder.com\\\/parent-theme\\\/shortcodes\\\/article-source\\\/prod\\\/article-source.de087a0da9824e407767.js\"],\"styles\":[\"https:\\\/\\\/www.finder.com\\\/parent-theme\\\/shortcodes\\\/article-source\\\/prod\\\/article-source.87684078d471e76125dd.css\"]}<\/script><\/div>","protected":false},"excerpt":{"rendered":"<p>This is how we came up with our expert ratings and satisfaction star ratings for broadband providers.<\/p>\n","protected":false},"author":1146,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"apple_news_api_created_at":"","apple_news_api_id":"","apple_news_api_modified_at":"","apple_news_api_revision":"","apple_news_api_share_url":"","apple_news_cover_media_provider":"image","apple_news_coverimage":0,"apple_news_coverimage_caption":"","apple_news_cover_video_id":0,"apple_news_cover_video_url":"","apple_news_cover_embedwebvideo_url":"","apple_news_is_hidden":"","apple_news_is_paid":"","apple_news_is_preview":"","apple_news_is_sponsored":"","apple_news_maturity_rating":"","apple_news_metadata":"\"\"","apple_news_pullquote":"","apple_news_pullquote_position":"","apple_news_slug":"","apple_news_sections":[],"apple_news_suppress_video_url":false,"apple_news_use_image_component":false,"footnotes":""},"categories":[45],"tags":[],"asset_tag":[],"class_list":["post-402874","post","type-post","status-publish","format-standard","hentry","category-broadband-plans"],"apple_news_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.9 (Yoast SEO v24.9) - 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