Since 2010, Ofcom has been publishing quarterly reports on relative levels of customer satisfaction for various communications providers. In their capacity as regulatory agency for all communications networks in the UK, Ofcom also investigates customer complaints and provides consumers with unbiased reports on the pros and cons of competing networks in terms of value for money.
In the quarterly report published in late June, it appears that there has been some improvement in general, but the company with the most customer complaints, TalkTalk, showed a slight increase over the last quarter. Since Ofcom’s reports were first generated, TalkTalk has consistently been way over the industry average in complaints – sometimes as much as triple the percentage for other major providers. Most have concerned service and handling of problems/complaints.
Based on the number of complaints per 1,000 customers in the landline telephone market, TalkTalk came in with 0.39, up slightly from 0.36 in the previous quarter. BT was in second place for complaints at 0.20, just above industry average and with no perceptible change from the last report for Q41012. Sky and Virgin Media both made a better showing, with Virgin getting the least complaints at 0.10 and Sky just a bit higher at 0.12.
In broadband services, the worst offender was Orange/EE (for the third quarter in a row) with 0.57 complaints per 1,000 customers. Virgin again made the best showing with 0.08; BT and TalkTalk came in with 0.33 and 0.36 respectively, still above industry average.
In pay-monthly mobile services, T-Mobile had the most complaints (0.19), O2 and Virgin had the least at 0.05 and 0.06 respectively, while Orange and Three were in between and both still above industry average. Consumers should be aware that they can go the advice and complaint section at Ofcom’s website and get all the information they need to register and follow up on a complaint or difficulty with their service provider.