SMALL PROVIDERS STEAL THE SHOW AS CONSUMERS PRIORITISE VALUE IN ANNUAL USWITCH TELECOMS AWARDS

• Challenger Hyperoptic scoops biggest win as Broadband Provider of the Year for the first time based on a survey of over 20,000 consumers, while Plusnet secures top spot in the large category

• Consumers are prioritising low monthly cost as the top deciding factor when choosing broadband (52%)[1], mobile (47%)[2] and TV package (45%)[3] – ahead of speed and reliability

• NOW Broadband, Tesco Mobile and giffgaff come out on top as Best Value Services for 2023, as more affordable deals gain popularity 

• musicMagpie bags Best Refurbished Gadgets Company of the Year, a new category in the Uswitch Telecoms Awards 2023

Hyperoptic has scooped Broadband Provider of the Year in the Uswitch Telecoms Awards 2023, following a survey of more than 22,000 UK broadband and mobile customers by Uswitch.com, the comparison and switching service.

The challenger full fibre broadband provider achieved high customer satisfaction rates across reliability, contract price, ease of set up, speed and value. This year, the company also crossed its third milestone by reaching over 1 million homes.

Over half of broadband customers (52%) rated low monthly cost and reliability as the most important factors when choosing a provider, up from 46% in 2022.[4]

A similar outlook was also seen across customers choosing a mobile plan (47%) and TV package provider (45%), who cited cost as a higher priority than quality of content (33%) [6] and reliability (31%) [5] for TV and mobile respectively.

The insights form part of this year’s Uswitch Telecoms Awards, which have recognised excellence in the broadband and mobile sectors since 2011.

The winners were voted for by more than 22,000 consumers, as well as a panel of 15 expert judges from the fields of technology, consumer affairs and personal finance.

Best Value Services

With managing bills a growing concern for households, seeking cheaper deals has never been a higher priority, with 43% of respondents reporting that a competitor with a better price would convince them to switch home broadband provider [7].

NOW Broadband once again took home the title of Best Value for Money Broadband Provider for the second year running. Over three quarters of NOW customers (78%) cited that they are ‘satisfied’ with the value for money [8]. The provider offers no-frills broadband with competitive pricing from £18 per month [9].

When it comes to mobile network providers, giffgaff took the crown for Best SIM Only Value for Money, with deals from just £6 a month for 2GB of data [10]. The provider also retains its title of Network of the Year for the third time in a row, as well as Best Pay as You Go Network. Eight in ten customers (85%) said that they are ‘satisfied’ with the overall service from giffgaff [11] and 87% are ‘satisfied’ with the value for money from the provider [12].

Tesco Mobile also saw repeated success, winning Best Pay Monthly Value for Money for the second year in a row, with 86% of Tesco Mobile customers citing that they were ‘satisfied’ with the network’s value for money. [13]

For the first time ever, musicMagpie wins Best Refurbished Gadgets Company of the Year, a new category implemented in 2023 to help address the shift in consumer focus, as customers look for additional and alternative methods to save on costs.

With the cost-of-living crisis at the forefront of consumers’ purchasing decisions, musicMagpie boasts a strong social, environmental and economic focus by reselling over 400,000 consumer technology products a year at more reasonable costs [14].

Ernest Doku, telecoms expert at Uswitch.com, comments: “This is the year that smaller providers have shown us they can go toe-to-toe with bigger players.

“It’s been a solid year for giffgaff and Tesco Mobile, who picked up several awards for the second or third year in a row, as well as NOW Broadband, who once again took home the title of Best Value for Money Broadband Provider for the second year running.

“Consumers are increasingly placing emphasis on managing their rising household bills. So it’s no surprise that, according to our survey, nearly half of consumers (45%) would consider switching to an alternative provider as a result of a price rise. [15]

“Now, more than ever, it’s crucial for broadband and mobile providers to give consumers a reason to stay by leveraging great deals with all aspects of good value, from speeds, reliability and excellent customer service.”

The full list of broadband, mobile and TV winners for the Uswitch Telecoms Awards 2023 can be found here.

For more information please contact:

Danny Holden, Red Consultancy on 07838 373742 / danny.holden@redconsultancy.com

Gabriella Cobham, Red Consultancy on 07912 041 272 / Gabriella.Cobham@redconsultancy.com

Ellie Goodwin, Red Consultancy on 07720 613947 / Ellie.Goodwin@redconsultancy.com

Richa Kundnani, Uswitch on 07789 316116 / richa.kundnani@uswitch.com

Notes to Editors

The Uswitch Telecoms Awards are based on the opinions of a UK consumer panel of 22,832 UK telecoms customers aged 18+, as well as a panel of 15 expert judges. Responses were collected between 20th December 2022 and 5th January 2023. Of those respondents, 20,028 were broadband customers, 22,324 were mobile customers and 15,165 were digital TV customers.

Source:

1. Respondents were asked: ‘What is most important to you when choosing a broadband provider?’ 52% of respondents selected ‘low monthly cost’ and ‘reliability (stable and consistent connection)’.

2. Respondents were asked: ‘What is the most important to you when choosing a mobile provider?’ 47% of respondents selected ‘low monthly cost’

3. Respondents were asked: ‘What is most important to you when choosing a TV package provider?’ 45% of respondents selected ‘low monthly cost’

4. Respondents were asked: ‘What is most important to you when choosing a broadband provider?’ 52% of respondents selected ‘low monthly cost’ and ‘reliability (stable and consistent connection)’.

5. Respondents were asked: ‘What is the most important to you when choosing a mobile provider?’ 47% of respondents selected ‘low monthly cost’, 31% of respondents selected ‘reliability’

6. Respondents were asked: ‘What is most important to you when choosing a TV package provider?’ 45% of respondents selected ‘low monthly cost’, 33% of respondents selected ‘quality of content’

7. Respondents were asked: ‘Would any of the following convince you to switch to another provider for your home broadband?’ 43% of respondents stated ‘A competitor with a better price’.

8. Respondents were asked: How satisfied or dissatisfied are you with your home broadband provider’s value for money (please consider price, service and any perks or benefits). 78% of NOW customers said that they were ‘satisfied’.

9. Source: NOW Broadband’s website. Prices correct at the time of issue. Subject to change and availability.

10. Source: https://www.uswitch.com/mobiles/compare/sim_only_deals/

11. Respondents were asked: ‘How satisfied are you with how your mobile phone network performs overall?’ 85% of giffgaff customers cited that they were ‘satisfied’

12. Respondents were asked ‘How satisfied are you with how your mobile phone network performs when it comes to value for money. 87% of giffgaff customers were ‘satisfied’

13. Respondents were asked ‘How satisfied are you with how your mobile phone network performs on each of the following?’ 86% of Tesco Mobile were ‘satisfied’

14. Source: https://www.musicmagpieplc.com/news-and-media/press-releases/notice-results

15. Respondents were asked: ‘Would any of the following convince you to switch to another provider for your home broadband?’ 45% of respondents stated ‘a price rise’

About Uswitch

Uswitch is one of the UK’s top comparison websites for home services switching, including broadband, mobiles, SIM Only and insurance. We’ve saved consumers over £2.5 billion off their bills since we launched in September 2000.

In 2022, Uswitch launched its free mobile app, Utrack, to help consumers manage their home energy costs. By connecting to their smart meter, users can track their energy usage hourly, get dynamic insights and calculate potential savings with handy tips.

Uswitch is part of RVU, a global group of online brands with a mission to empower consumers to make more confident home services, insurance and financial decisions.

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