Customers satisfied with their operators, Ofcom research reveals

Customers satisfied with their operators, Ofcom research reveals

Consumers are satisfied with the service they received from mobile operators, with T-Mobile and O2 topping the tables, according to Ofcom research.

It comes as new rules come into force tomorrow (22 July) which will require communications providers to do more to help consumers resolve complaints.

Thousands of consumers were interviewed as part of Ofcom’s research in February 2011 and asked to rate their customer service experience if they had contacted their provider in the previous three months.

Satisfaction with mobile providers’ customer service was higher than average at 69% and O2, Orange, T-Mobile and Vodafone had all seen ‘significant improvements’ in satisfaction levels since 2009 on at least half of the aspects measured.

T-Mobile and O2 topped the table with 72% customer satisfaction. Orange came next at 70% followed by Virgin Media and Vodafone at 69% and Three at 63%.

More of Three’s customers contacted the company during the research period than any other provider (39%) and the network had a higher proportion of complaints and fault issues than average. 

A Three spokesman said: We have been making great efforts to improve the quality of our customer services and while the report reflects the improvements we have made, it shows that our continued focus on this area is the right one.’

Orange, which had the lowest satisfaction levels with broadband customer service in 2009 at 42%, now tops the board with 76%.  Both BT and Sky customers also reported improved satisfaction scores on at least six of the customer service aspects measured.

TalkTalk customers are the least satisfied with aspects of customer service, for similar reasons to their landline service. TalkTalk also had the least loyal customers, with 34% saying they are less likely to use TalkTalk again for their broadband service.

Ofcom consumer group director Claudio Pollack said: ‘The research shows that there can be considerable differences in consumers’ experiences of customer service. By publishing this research we want to give consumers an insight into the standard of customer service being offered across the communications sector. The more information of this kind consumers have, the more effectively they can exercise their choice.’

Written by Mobile Today
Mobile Today


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