5 times more Fing app users rating Plusnet 4 or 5 stars than 1 star

Gidster
Gidster London, UKMember Posts: 224
100 Likes 100 Comments 25 Awesomes 25 Agrees
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As of 18th July 2019 the Fing ISP scoreboard placed Plusnet 9th place in the UK in terms of speed and 7th place in terms of ratings provided by our app users. 

With an average download speed of 31.7mbps and 8.7mbps upload speed, it has achieved a Fing speed rating of 2.41out of 5. On average, Fing app users have rated it a very respectable 3.5 out of 5 stars, with the proportion of those giving it a high rating much larger than a lower one. Around 60% of users giving it a 4 or 5 star rating while just 12% 1 star. This rating puts BT in the top 30% in the UK. 

Between 4th April and July 11th July 2019, the Fing Outage Detector registered just 1 outage for Plusnet and that was of low severity?

Are you or have you been a Plusnet user? Does this sound right? What are they doing so right that users don't seem to care whether they are the fastest or not?
Head of Product at Fing

Comments

  • ThinkFing
    ThinkFing Member, Beta Tester Posts: 21
    10 Comments First Anniversary 5 Likes Founder
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    I have been a PlusNet user and, for various reasons, migrated to BT Infinity. PlusNet, at least up to the point which it became a part of BT,  always had an excellent reputation for customer support and has often (special offers on both sides notwithstanding) been cheaper than BT. Combined, these may give an overly positive view of the user experience as reflected in PlusNet's ranking. 
  • Gidster
    Gidster London, UKMember Posts: 224
    100 Likes 100 Comments 25 Awesomes 25 Agrees
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    I'm also on PlusNet and they have been reliable, great value and customer support is good
    Head of Product at Fing