November 2011
Featured in this insight: IT & telecommunications, Media & publishing, Regulation
Ofcom communication provider survey measures customer satisfaction levels: The latest customer satisfaction survey by independent media regulatory body Ofcom has ranked the UK’s leading communications providers, with Sky taking the crown and Virgin Media coming in second.
Ofcom asked some 3000 consumers about their opinions about communication providers in a number of categories.
Fixed broadband provision ranked the lowest in consumer satisfaction. Complaints regarding quoted and actual broadband speeds remain high, since average speeds have been found to be consistently below those quoted by companies.
Ofcom is currently working with broadband providers to publish actual mean data rates and communicate more clearly with consumers to rectify this.
The study also found that UK customers are most satisfied with their TV providers and that overall, there has been a marked improvement in complaints handling by communication providers.
Claudio Pollack, Ofcom’s Consumer Group Director, commented: “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.”
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