Best Consumer ISP Award

For providers offering residential superfast broadband services (30Mbps or above). The category is aimed at services and providers broadly available, with consumer entry level pricing. While speeds are an important part of the category, it also takes account of overall services and packages. 

Entry criteria:

Entrants must be an ISP offering broadband connections to residential consumers.

Judging process

The judging process is formed of two stages: a period of technical testing followed to 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 April 2021 to 31st May 2021. 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. 

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

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* 1. Please provide the following:

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* 2. Why should you win this award? (30 words)

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* 3. How have you improved the overall quality of your consumer broadband offering in the past 12 months? (50 words)

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* 4. How has your customer base evolved in the past 12 months (eg: growth rates, churn)? (50 words)

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* 5. What innovation have you made in your services over the last year? (50 words)

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* 6. How do you ensure the safety and security of your customers’ online experience? (50 words)

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* 7. What value-added services have you offered to your customers in the last 12 months? For example triple or quad-play services, in home Wi-Fi boosters (50 words)

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* 8. How have you ensured your pricing provides good value?  (50 words)