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Ofcom UK Satisfaction Survey Puts TalkTalk Bottom for Broadband

Friday, Dec 20th, 2013 (12:33 pm) - Score 1,922
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The latest survey of consumer satisfaction, which was conducted by the communications regulator with 6,000 respondents between July and September 2013, has found that Sky Broadband and Virgin Media both score the highest (71%) for broadband but TalkTalk is at the bottom on 62%.

The study, which sadly only looked at the markets largest 4 – 6 providers (i.e. not a proper reflection of the entire market) and also included Pay TV and telephone operators, found that the level of overall satisfaction had increased over the past three years but some familiar problems remain.

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For example, broadband speed remains the main reason for customers to contact their ISPs customer service department (16% of contacts) and this is followed by issues related to switching provider or package (12%).

Claudio Pollack, Ofcoms Consumer Group Director, said:

We expect communications providers to deliver high standards of service to their customers. In the event things go wrong, it is important that consumers have peace of mind that their questions or issues will be dealt with in a timely and efficient way by their provider.

Our research data gives consumers valuable information about standards of customer service, which can help them when choosing a new service or provider. We also hope this research acts as an incentive to providers to continue to work to improve their customer service and we will be discussing our findings with them.”

It’s noted that Virgin Media did particularly well for both phone and broadband satisfaction, which is thanks to several reasons including how it logs query details to avoid consumers having to repeat themselves and general politeness. It was also the only provider to score higher than average on ease of getting through to the right person (67% versus 58% average).

But we suspect that some ISPs, such as Zen Internet, AAISP and a few others, would have scored well above the big boys had they produced enough data to compete.

Overall satisfaction with customer service by fixed broadband provider

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2009

2012

2013

Sky Broadband

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63%

63%

71%

Virgin Media

60%

61%

71%

BT

61%

63%

63%

Orange (EE)

60%

59%

63%

TalkTalk

60%

60%

62%

Sector Average

60%

62%

66%

Overall satisfaction with customer service by landline provider

2009

2012

2013

Virgin Media

61%

64%

74%

Sky Broadband

67%

70%

69%

TalkTalk

57%

64%

66%

BT

55%

63%

63%

Sector Average

58%

64%

66%

Overall satisfaction with customer service by mobile provider

2009

2012

2013

O2

73%

76%

82%

Vodafone

69%

61%

77%

Three

63%

67%

74%

T-Mobile

67%

67%

71%

Virgin Mobile

73%

64%

71%

Orange

67%

65%

67%

Sector Average

69%

67%

75%

Overall satisfaction with customer service by pay TV provider

2009

2012

2013

Sky Broadband

66%

71%

80%

Virgin Media

66%

66%

77%

BT TV

n/a

n/a

59%

Sector Average

66%

69%

77%

The full report naturally contains a lot more detail and can be downloaded below.

Ofcoms Customer Service Satisfaction Survey (PDF)
http://stakeholders.ofcom.org.uk/../Quality_of_service_report.pdf

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Mark-Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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