UK telecoms regulator Ofcom has published its latest customer complaints numbers and they indicate Vodafone has finally sorted out its customer service.

Scott Bicheno

January 19, 2018

2 Min Read
Bad Customer experience

UK telecoms regulator Ofcom has published its latest customer complaints numbers and they indicate Vodafone has finally sorted out its customer service.

In Q3 2017 Ofcom received ten complaints per 100,000 users for Vodafone. That still makes it the most complained-about UK operator but only just ahead of BT, TalkTalk and Virgin Mobile. The bad news for Vodafone is that it still has a way to go to get down to the level of the other MNOs, all of which got three complaints per 100,000.

But credit where it’s due. Vodafone seems to have finally come to the end of several years of customer service nightmares that were significantly exacerbated by a botched BSS update. As you can see from the chart below Vodafone used to be much worse than everyone else but it is at least now in the same zone as everyone else.

Ofcom-Q3-2017-mobile-complaints.jpg

“We’re shining a light on how different providers perform, and it’s clear many need to up their game on service quality and complaints handling,” said Jane Rumble, Ofcom’s Director of Consumer Policy. “People expect high standards from their providers, and companies must put their customers first.”

There’s no pleasing some people eh? You have to wonder how low the complaints level would have to be for Rumble to cheer up a bit. To be fair she was commenting on all the different services Ofcom tracks so here are the rest of them too.

Landline

Ofcom-Q3-2017-landline-complaints.jpg

Broadband

Ofcom-Q3-2017-broadband-complaints.jpg

Pay TV

Ofcom-Q3-2017-TV-complaints.jpg

Comparison

Ofcom-Q3-2017-total-complaints.jpg

About the Author(s)

Scott Bicheno

As the Editorial Director of Telecoms.com, Scott oversees all editorial activity on the site and also manages the Telecoms.com Intelligence arm, which focuses on analysis and bespoke content.
Scott has been covering the mobile phone and broader technology industries for over ten years. Prior to Telecoms.com Scott was the primary smartphone specialist at industry analyst Strategy Analytics’. Before that Scott was a technology journalist, covering the PC and telecoms sectors from a business perspective.
Follow him @scottbicheno

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