Quarterly Scores Q1

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Airlines								N/A	N/A

Airlines		69	67	68	69	70	72	2.9	4.0
Virgin Atlantic		75	74	73	74	73	75	3.0	0.0
British Airways		69	67	70	72	71	75	6.0	9.0
All Others		68	67	69	69	73	74	1.0	9.0
Flybe			65	69	70	71	71	0.0	9.0
Easyjet		66	66	65	66	68	70	3.0	6.0
BMI Group		67	69	67	70	^		N/A	N/A

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Communications								N/A	N/A

Mobile Operators*	73	73	74	74	75	74	74	0.0	1.0
Tesco Mobile	84	82	83	82	84	82	84	2.0	0.0
O2	75	77	77	75	77	76	77	1.0	3.0
Virgin Mobile	76	77	80	75	76	74	75	1.0	-1.0
3	68	67	65	67	69	69	73	6.0	7.0
T-Mobile	72	70	73	74	75	72	71	-1.0	-1.0
Orange	69	73	73	72	75	73	70	-4.0	1.0
Vodafone	72	72	73	73	72	70	70	0.0	-3.0

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Fixed-Line Telephone								N/A	N/A

Fixed-Line Telephone					NM	69	70	1.4	1.4
All Others					NM	77	78	1.0	1.0
Sky					NM	70	74	6.0	6.0
Talk Talk					NM	67	72	7.0	7.0
Virgin Media					NM	69	71	3.0	3.0
BT					NM	67	66	-1.0	-1.0

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Internet Service Providers								N/A	N/A

Internet Service Providers					NM	67	69	3.0	3.0
All Others					NM	71	73	3.0	3.0
Virgin Media					NM	68	71	4.0	4.0
Sky					NM	69	69	0.0	0.0
Talk Talk					NM	63	67	6.0	6.0
BT					NM	66	65	-2.0	-2.0

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Mobile Phones								N/A	N/A

Mobile Phones					NM	78	79	1.3	1.3
Apple					NM	81	82	1.0	1.0
Samsung					NM	78	78	0.0	0.0
Nokia					NM	78	78	0.0	0.0
HTC					NM	73	78	7.0	7.0
All Others					NM	75	78	4.0	4.0
Sony					NM	79	75	-5.0	-5.0
Blackberry					NM	70	70	0.0	0.0

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Subscription Television								N/A	N/A

Subscription Television					NM	68	71	4.4	4.4
Virgin Media					NM	67	73	9.0	9.0
Sky					NM	68	70	3.0	3.0
All Others					NM	65	63	-3.0	-3.0

	Base- line	09	10	11	12	13	14	Previous Year % Change	First Year % Change
Utilities								N/A	N/A

Utilities (Electricity/Gas)**	66	63	66	67	69	68	68	0.0	3.0
All Others							77	N/A	N/A
SSE	70	67	67	72	73	71	72	1.0	3.0
EDF	68	66	68	68	65	71	71	0.0	4.0
E.ON	66	63	68	68	69	67	71	6.0	8.0
British Gas	61	62	66	65	67	67	68	1.0	11.0
Scottish Power	66	63	69	68	68	70	68	-3.0	3.0
npower	63	59	60	63	68	63	62	-2.0	-2.0

Legend
N/A	Not Available
#	Company Merger
NM	Not Measured
∧	Industry Aggregated

Notes
The releases results on a quarterly basis. Baseline measurements are from 2008.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.