This is about other aspects of being an ISP, They specifically look at:
- Does the ISP allow you to check your account online easily
- Do they have a co-ordinated disclosure policy on how to report security bugs
- Do they have a data breach notification policy
- Do they used the DIA child exploitation filter, and tell you about it
- Do they support IPv6
- Do they publish transparency reports on how often they give customer info to Government agencies
You can see the results compared for 15 ISPs here.