20 years running: Zen Internet claims PC Pro’s Best Broadband Provider award once more

Date published: 09 November 2023

Maintaining its top position of UK’s internet service providers, Zen Internet has been voted Best Broadband Provider by PC Pro’s readers, for the twentieth consecutive year. Zen was also highly commended in the Best Web Host category.

With an overall rating of 95 per cent, Zen came out on top of its competitors in the five judging categories – Customer Support (96%), Reliability (96%), Value (91%), Speed (93%) and Renew (97%). Once again, the big four were lagging in all categories, scoring 71 per cent or less, with the industry average sitting at 76 per cent.

The survey asks PC Pro readers across the UK exactly what they think of their provider revealing that many top providers still don't deliver on the essentials required for a reliable and speedy internet connection, with easily accessible support when needed.

Completing the survey as part of the awards process, one Zen customer commented, “Dealing with the tech crew at Zen was great when we had initial teething problems with our full fibre service. I was kept in the loop about what was happening at all times in a very clear way. We now have a very good high-speed broadband connection.”

“Our loyal customers really value the Zen approach,” said Richard Tang, CEO at Zen. “The survey reflects a growing appetite from consumers who want real value from their broadband provider, not just steep discounts followed by in-contract price increases. It represents everything we strive to achieve at Zen and we are humbled that our customers consistently rank us the best.

“It is especially rewarding to be recognised for the twentieth time! I founded Zen 28 years ago and we remain the longest running ISP still existing in its current guise. In this time, we have always stuck to our values and will never compromise on these for short term profit or growth. And that is why we’ve consistently been able to deliver the best experience for our customers.”

PC Pro wrote: “It’s customer support that has set Zen apart for the past two decades and it continues to outshine the rest of the industry here. A 96% customer service score, compared to the industry average of 76%, is indicative of its superiority. Many customers mentioned Zen’s promise not to raise prices for the duration of a contract as a major plus, but it’s that exceptional service that is mentioned in almost every customer review.”

A survey of 2,000 people commissioned by Zen earlier this year revealed over a third (34%) were unsure if they had a mid-contract price rise in their broadband contract, yet the truth is most providers have inflation linked increases each year. As recently reported by consumer champion Which?, this could result in customers paying as much as £150 more than expected over the course of a contract.

Zen residential customers have the peace of mind that they are accessing a reliable service alongside the Contract Price Promise – a promise not to increase prices for the length of the contract period. Zen works with both Openreach and CityFibre to provide full fibre broadband to thousands of homes and businesses across the UK.

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