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Ofcom UK Satisfaction Survey Puts TalkTalk Bottom for Broadband

Friday, December 20th, 2013 (12:33 pm) - Score 1,922
business-broadband-internet

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.

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

2009

2012

2013

Sky Broadband

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

Leave a Comment
10 Responses
    1. Avatar FibreFred says:

      Yeah she’ll be thrilled to regain the crown. Although there isn’t much in it at the bottom to be fair

    2. Avatar CrazyLazy says:

      Agreed TalkTalk, Orange and BT all have massive room for improvement.

      Interesting there is no clear middle ground, only good and bad.

    3. Avatar Patrick says:

      The middle ground is the “sector average” as stated. None of are that good as they often barely make it less than 10 percent above that to come top of the list.

    4. Avatar CrazyLazy says:

      Err yes and there is none in that list that score the “sector average” its either above or below. The sector average figure is the average of all figures given that year nothing more. Which as i said shows those listed either perform well or bad, there is none performing around the middle ground or “average” mark.

  1. Avatar Bob says:

    Sky & Virgin are moving well ahead of BT who seem to be unable to improve.

    With the actual Broadband I should imagine the issue is their legacy copper broadband which as they try to push the speed ever high more and more problems will appear

    With the take up of HS Broadband growing all the time and Sky being well placed to sell triple play I wonder how long before Sky starts to look at offering a FTP service in some areas

    Without the cost of the old coper legacy network Sky ‘s costs could be lower than BT’s by quite a margin

    1. Avatar FibreFred says:

      They would have to deploy the fibre in the first place which is a large investment that takes a long time to claw back. But it would be good if it did happen as BT would have to respond

  2. Avatar dragoneast says:

    Wonder if there are so many Murdoch- and TT-haters out there that both companies now benefit from having got rid of the serial-complainers, as BT are blessed as the home for the lazy and the incompetent? Actually, I’m thinking of the customers, rather than the staff. And Orange have always attracted the nutters: I know, I’m one of their long-standing mobile customers. Being blessed as a customer of a smaller ISP it does look as if many of the customers are with them in order to have something to complain about when they pay more for less.

    1. Avatar CrazyLazy says:

      Possible for landland (in that regard looks like less complaints for all of them) looking at the chart for broadband though the only 2 that have consistently improved over the years seem to be Sky and Virgin.

      Ive also just noticed a quirk for the TV chart/figures BT have no percents listed for 2009 and 2011. Is the likes of BT Vision/youview that new? Im sure BT Vision was out in 2011. Maybe the figures are only for Youview which would make sense except Talk Talk have nothing listed at all in the TV figures, when clearly they should if it was looking at Youview satisfaction.

  3. Avatar stoatwblr says:

    60-70% satisfaction ratings. In my line of work that’d be bankruptcy material.

    It really does smack of “We don’t care. We don’t have to. We’re the Phone Company”

    It really is amazing that people don’t jump ship more often (it’s a lot easier than it used to be and getting easier)

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