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BBC Watchdog program criticised over handling of broadband consumer survey

Brightview, the company behind Global Internet who were named best broadband provider in the survey, has criticised the programme for failing to correctly highlight the statistics and confusing viewers.

The survey results from a BBC Watchdog poll, revealed three Brightview companies in the top four; Global Internet, Waitrose and Madasafish.  However, Brightview have said that “much of the programme focused on volume of voters, meaning that smaller ISPs with the best customer satisfaction records were barely mentioned. BT was cited as receiving the most amount positive votes, but the programme failed to mention that BT also had the third highest number of unhappy customers”.

David Laurie, CEO of Brightview added: “Basing the programme’s results on volume of voters was the supreme example of the BBC’s ineptitude at managing a very important survey on broadband providers. As Britain’s leading consumer affairs programme, it is Watchdog’s duty to inform the consumer, but by telling viewers that the “best” provider of broadband also features as one of the worst, it only confused the issue and failed to make use of some valuable consumer data. The BBC’s ridiculous handling of the survey did nothing to reflect customer opinion, and misled consumers into believing that a provider which achieved a customer satisfaction significantly below average is the best.”

Laurie continues, “We’re encouraged by the commitment the BBC’s Watchdog programme has shown to raising awareness of unacceptable levels of customer service in the broadband industry, but the true results of the survey rate all three of Brightview’s services among the best in the country – a fantastic testimony to the dedication we show our customers. This fact was completely overlooked on the programme in favour of larger suppliers. Consumers have the right to know about smaller broadband companies that are providing excellent customer service, and by simply concentrating on number of voters, the BBC has made a mockery of its own survey and denied viewers the most important information gathered.”

The criticism comes from the way in which BBC Watchdog have presented the results of the survey, where the total volume of voters who were satisfied and dissatisfied were shown first and labelled as the best and worst.  The results have not been showed in the best way.  To know the real results, consumers need to look at the last two tables on the website, which proportionally show the percentage ratio of actual satisfied customers by comparing the total number of satisfied and dissatisfied customers.  E.g.  The providers with most satisfied and least dissatisfied customers.

Brightview can at least take some comfort in the fact that SeekBroadband and many other publications have concentrated on these percentage results.