BT and NTL get ISP wooden spoon for satisfaction

Quality and reliability more important to consumers than price

How much do you love your internet service provider? If you're a customer of BT or NTL, you're most likely to be suffering from a lack of warm and fuzzy feelings towards your provider.

A study by utilities comparison website uSwitch.com, which examined the relative popularity of the UK's ISPs, found that PlusNet is the nation's favourite, with BT and NTL picking up the wooden spoon for the largest percentage of unsatisfied customers.

All in all, it seems the British are a broadband happy bunch. According to the survey of 16,000, 92 per cent of PlusNet customers are satisfied with their ISP, while BT and NTL - with the fewest satisfied customers - still notched up decent levels of satisfied users, with 81 and 82 per cent respectively.

But what makes broadband users happy with their service? The research found that broadband Britain rates connection quality and reliability - rather than price - as the most important elements.

However, broadband users aren't convinced their ISPs are cutting them a good deal. Around half of those surveyed said they don't believe their providers are doing their best to put them on the right package.

BT got the largest thumbs down over price, with around four in 10 users saying they don't think the telco is value for money.

ISPs by overall customer satisfaction

• PlusNet 92 per cent
  
• Pipex 90 per cent
  
• Telewest 89 per cent
  
• Virgin.net 87 per cent
  
• AOL 83 per cent
  
• Tiscali 83 per cent
  
• Wanadoo 83 per cent
  
• BT 82 per cent
  
• NTL 81 per cent