We need to talk about TalkTalk – Ofcom

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


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?

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Which reckons Vodafone sucks, Tutela doesn’t

Consumer advice firm Which has published the results of its UK MNO customer satisfaction survey, which ranks Vodafone last for the second year running.

Which comes up with a customer score that is a combination of stated satisfaction and their likelihood to recommend their operator to a mate. Vodafone got the lowest overall score, followed by EE. O2 and Three did a bit better but among the operators represented by over 100 respondents Giffgaff was the clear winner.

Which operators April 2018

Vodafone sucked even more when it came to recommendations, with less than two thirds of its subscribers saying they would inflict it on their friends. Giffgaff, by contrast, had a 95% recommendation rate. Furthermore 15% of Vodafone customers said they had received an unexpectedly expensive or incorrect bill, and the network was also rated worst for customer service (11%).

Which operator recommendations April 2018

“The biggest providers are lagging behind smaller rivals who are doing a better job of giving customers what they want in terms of service and value for money,” said Alex Neill of Which. “Customers who are fed up should look to switch provider as soon as they can. New reforms will soon mean that mobile customers will be able to switch provider by text message, which we hope will make it quicker and easier for customers to seek a better deal.”

Meanwhile network experience firm Tutela came to some different conclusions in its recent report on the state of the UK MNO scene. It found that the Vodafone network is performing just fine, which leads to the conclusion that Vodafone is being let down by its customer service, even though it was supposed to have put its BSS woes behind it ages ago. Here are some tables from the report.

Tutela UK networks Q1 2018

Tutela UK latency Q1 2018

Tutela UK jitter Q1 2018