O2 and Orange top Ofcom customer satisfaction survey for mobile operators

O2 and Orange top Ofcom customer satisfaction survey for mobile operators

O2 and Orange have topped Ofcom’s latest customer satisfaction survey for the three months up to September 2011.

The telecoms regulator said that satisfaction with mobile providers’ customer service (69%) is higher than for landline and fixed broadband providers. The main reason for customers to contact their provider recently was to discuss changes to their package or service.

Overall satisfaction with customer service by mobile provider





















Virgin Mobile








O2 scored highly on the standard of advice they provided to customers as well as overall satisfaction with their customer service advisors.

An Orange spokesperson said: ‘We are clearly really pleased with the findings of the Ofcom report which see us rank in joint first place for overall customer satisfaction – a position we share with our sister company T-Mobile. The two of us have been sharing networks since last year, allowing our customers to talk and text in more places than ever before, and we are now rolling out 3G signal sharing to our joint base of nearly 28 million customers.

‘We are committed to offering the best customer service experience we can and we feel the findings of this report reflect the steps taken to achieve this. Rest assured we will only continue to strive for even higher satisfaction levels in the near future.’

Three continued to deal with a higher proportion of complaints and faults, largely driven by reception issues, and received lower than average customer service satisfaction.

A Three spokesman said: ‘While we’re working hard to resolve these issues, we note Ofcom’s research highlights reception concerns for certain customers as the principal driver of complaints. We have invested heavily and greatly improved our network coverage, and will continue to make further improvements, but without access to liberalised 2G spectrum to support indoor and rural coverage, increasing our current 97% population footprint is challenging until the next spectrum auction and the release of lower frequency spectrum.

‘We appreciate Ofcom’s focus on addressing spectrum allocation at the forthcoming spectrum auction, which is scheduled for the second half of 2012. In the meantime, improving customer service remains a focus for us at Three, and we are pleased to see Ofcom notes the improvements we have already made in responding to billing and general enquiries.’

In January 2011, Ofcom introduced a single mandatory Code of Practice setting standards for how communications providers must handle complaints from consumers.

It requires providers to ensure the fair and timely resolution of complaints, and have procedures that are transparent and accessible so that consumers can easily find out how to make a complaint.

Providers also have to write to consumers telling them about their right to go to Alternative Dispute Resolution – provided by CISAS and Ombudsman Services: Communications – after their complaints have lasted eight weeks.

Ofcom intends to open a monitoring and enforcement programme to check compliance with the Code of Practice in early 2012.  Companies found to be breaching the rules could face a fine of up to 10% of relevant turnover.

Ofcom’s consumer group director Claudio Pollack said: ‘Ofcom hopes that this research will both incentivise providers to improve all aspects of their customer service, as well as giving consumers valuable information about the standards of customer service when choosing a provider.’

Written by Mobile Today
Mobile Today


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