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We need to talk about TalkTalk – Ofcom

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UK telecoms regulator Ofcom has done a big survey on customer satisfaction with CSPs and TalkTalk has the lowest customer satisfaction levels.

Ofcom conducted over 3,000 interviews at the start of this year to find out what people think of their communications service providers. The results are split down into landline, broadband and mobile providers but the lowest satisfaction score of all was TalkTalk for broadband. It scored a 72% satisfaction rating according to criteria that you can find more about here.

You can see tables summarising the findings below. TalkTalk was also one of the worst for landline, while Vodafone and Virgin Mobile jostled for bottom spot among the major mobile providers. Plusnet has the highest broadband satisfaction, but isn’t so great when it does screw up, BT/EE seems to have kept on top of its landline service and Giffgaff is kicking ass in mobile.

“People often focus on price when they’re choosing a phone or broadband provider. But there are big differences in the customer service offered by providers,” said Lindsey Fussell, Ofcom’s Consumer Group Director. “We’re encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can’t afford to let their service standards slip. If they don’t up their game, customers can vote with their feet.”

Ofcom also tracked the likelihood of respondents to recommend a service to a friend and the results more or less correlated with the satisfaction scores. It concluded with its standard spiel about how hard it’s working to get telcos to sort themselves out, whil USwitch came out with its usual comments imploring people to used its service if they’re not happy with their current provider.

Broadband

Ofcom May 2018 complaints broadband

 

Landline

Ofcom May 2018 complaints landline

 

Mobile

Ofcom May 2018 complaints mobile


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