Ofcom today published its latest research revealing levels of satisfaction with the ten biggest communications providers’ customer services.
The research covers landline, broadband, mobile and pay TV providers with a market share of 4 per cent or more.
Here’s an excerpt from the research regarding landline services:
“The main reason consumers contacted their landline provider was to change their package or service.
Satisfaction with Sky’s customer service was significantly above average, with customers particularly pleased that advisers took their questions or issues seriously, were willing to help resolve issues, and offered a goodwill payment or compensation.
Dis-satisfaction with TalkTalk’s customer service for complaints handling fell by 22 percentage points and ratings have also improved in many other areas of customer service since February 2011.
Virgin Media customers were less satisfied than average with overall customer service. There was an increase in the number of issues not satisfactorily resolved, and a decline in customer loyalty since February 2011.
Customer service ratings have generally improved in the landline sector since 2009 for BT, Sky and TalkTalk.”