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

Scott Bicheno

May 3, 2018

2 Min Read
Bad Customer experience

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.jpg

 

Landline

Ofcom-May-2018-complaints-landline.jpg

 

Mobile

Ofcom-May-2018-complaints-mobile.jpg

What do you think?

Following comments from the European Data Protection Supervisor, do you feel the internet giants are taking advantage of the digital economy?

  • Yes - transparency is a myth (53%, 95 Votes)

  • Yes - lack of regulation has been targeted (26%, 47 Votes)

  • No - the consumer should have known about the value exchange (12%, 22 Votes)

  • No - they are experimenting with new ideas (9%, 16 Votes)

Total Voters: 180

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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