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Best Consumer ISP

For providers offering residential superfast broadband services (30Mbps or above).

How to enter:

  • Registration is now closed
  • Entrants are required to undergo a period of technical testing from 1st February -31st March 2020
  • Submit the entry form here by 27th March 2020

Click here to submit your written entry - The deadline is 27th March 2020

Entry criteria:

Entrants must be an ISP offering broadband connections of 30 Mbps or above to residential consumers.

Judging process

The judging process is formed of two stages: a period technical testing which will determine the shortlist and then a written entry form used by the judging panel to determine the winner.

Broadband entrants are required to undergo a period of technical testing from 1st February 2020 to 31st March 2020. The technical testing (facilitated by thinkbroadband) involves entrants’ customers performing a number of tests using the thinkbroadband testing tool (accessible on any browser and many devices). The best performing entrants will form a finalist shortlist.

Entrants must also submit a written entry form based on the below judging criteria to determine a winner from the shortlisted finalists. The deadline for submission is 27th March 2020.

Judging criteria

  • Price and value for money
  • Geographical availability
  • Broadband speeds – both upload and download
  • Fibre availability (eg: FTTC, FTTP)
  • Investment and innovation in networks and technology
  • Range of packages and contracts available
  • Communication with customers
  • Value added services (eg: quad play, cyber security, parental control filters)
  • End user equipment provided
  • IPv6 capability
  • Innovation in the past 12 months
  • Growth in customer numbers / fall in customer churn

Survey questions:

In 30 WORDS why should you win this award?

  • How have you improved the overall quality of your consumer broadband offering in the past 12 months?
  • How has your customer base evolved in the past 12 months (eg: growth rates, churn)?
  • What innovation have you made in your services over the last year?
  • What investments have you made in infrastructure or services in the last 12 months?
  • How do you ensure the safety and security of your customers’ online experience?
  • What value-added services have you offered to your customers in the last 12 months?

Notes on technical testing

  • Testing will be web based and entrants will be sent details after the registration stage.

The web based testing should work on most browsers and platforms, including Android phones & tablets, iOS devices and Windows devices and does NOT require Flash or Java to be installed on the device. Entrants should be mindful that as more tests carried out, the better the evidence base is for determining the shortlisting. All entrants in the broadband categories will require a minimum of 50 tests per month from 25 or more locations between 1 February to 31 March 2020. The tester will measure the following:

  • Average Downstream throughput
  • Average Upstream throughput
  • Quality of connection in terms of speed stability
  • Latency

The web based tester is accessible through any browser and platform and will do a one-off test looking at the above criteria and send the report to thinkbroadband.

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