Home
 » ISP News » 
Sponsored

Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study

Friday, December 12th, 2014 (9:47 am) - Score 1,889

The United Kingdom’s communications regulator, Ofcom, has today published their annual study of consumer satisfaction with fixed line broadband, phone, pay TV and mobile providers, which is based on feedback received from around 6,000 consumers who were interviewed as part of the research. Overall it’s good news for Sky Broadband and Virgin Media, but less so for the others.

As usual Ofcom’s survey, which noted that overall satisfaction with fixed line phone and broadband services had increase ever so slightly, only examined the markets largest 4 – 6 providers and is thus not a full reflection of the industry. However we are a little disappointed to see that TalkTalk and BT weren’t included in the table of Pay TV providers, which appears to be because of insufficient data (despite both having over 1 million subscribers!)

Ofcom said the inclusion criteria for this year’s data capture was adjusted. The new criteria specifies that in order to qualify for inclusion in the report, providers need to have at least 4% market share and achieve a minimum sample of 35 respondents at Stage 1 of data collection. BTTV, TalkTalkTV, EE broadband and Tesco Mobile were excluded on the basis that insufficient sample was achieved at Stage 1.

Never the less it’s worth taking a look, not least since most consumers tend to pick from the big boys club.

Overall satisfaction with customer service by landline provider

  2009 2013 2014
BT 55% 63% 61%
TalkTalk 57% 66% 62%
Sky Broadband 67% 69% 79%
Virgin Media 61% 74% 72%
Sector Average 58% 66% 67%

Amazingly Sky was the only landline provider to have increased its overall customer service satisfaction score since 2013 (up 10 percentage points), which puts them well above the rest with Virgin Media closest on 72%. Ofcom’s separate consumer complaints report also tends to highlight Sky and Virgin as receiving the fewest broadband and phone gripes. Meanwhile TalkTalk seems to have gone downhill again.

Overall satisfaction with customer service by fixed broadband provider

  2009 2013 2014
BT 61% 63% 60%
Sky Broadband 63% 71% 75%
TalkTalk 60% 62% 62%
Virgin Media 60% 71% 76%
Sector Average 60% 66% 69%

Happily both Sky and Virgin saw a big boost on the broadband front, which follows on from their success in the fixed line phone market above, meanwhile TalkTalk was stable and BT went into a small decline. Connection speed was the main reason for broadband customers contacting their ISPs customer services department (19% of contacts).

Overall satisfaction with customer service by mobile provider

  2009 2013 2014
Three UK

EE

O2

Virgin Mobile

Vodafone

63%

n/a

73%

73%

69%

74%

n/a

82%

71%

77%

70%

69%

78%

76%

71%

Sector Average 69% 75% 73%

Overall satisfaction with customer service by pay TV provider

  2009 2013 2014
Sky 66% 80% 81%
Virgin Media 66% 77% 78%
Sector Average 66% 77% 80%

It should be noted that the above data is based on feedback from consumers who had contacted their provider between July and September 2014. A full breakdown of the results can be found here.

Share with Twitter
Share with Linkedin
Share with Facebook
Share with Reddit
Share with Pinterest
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 Twitter, , Facebook and Linkedin.
Leave a Comment
10 Responses
  1. Avatar DTMark says:

    These figures seem appalling, though they’re entirely consistent with this site’s current poll on the right hand side.

    Would be interesting to know – as a comparative example – what percentage of people are happy with, say, UPC in the Netherlands (DOCSIS 3.1, 200/20 available).

    1. Avatar Ignitionnet says:

      UPC Netherlands, as with every other cable company in the world right now, is DOCSIS 3 and as with cable here most are on their lower tiers.

      The issues don’t really relate to speed or how the connection is delivered for the most part. More generic customer service.

    2. Avatar DTMark says:

      You’re absolutely right. I felt sure I read it was upgraded to 3.1.

      Though if I ordered from any ISP and it took three or more weeks to get a line installed which only happened at all with lots of chasing, I’m going to rate them poor for customer service. It doesn’t matter whose “fault” it is.

      Therefore that here, Virgin has complete end to end control and accountability is surely a factor in customer satisfaction.

  2. Avatar DTMark says:

    For my interest since I haven’t had these services for years. When we last had Sky the box kept crashing, bad weather could affect the picture, and terrestrial channels had poor resolution. With cable, the box would still crash but less often, the colour depth was better and it worked interactively, you didn’t have to ring someone up to order a movie. Though I think that was because the phone line was so poor the box couldn’t communicate over it.

    What does Sky do better in the TV department than Virgin does these days?

  3. Avatar GNewton says:

    No surprise here to BT with the least customer satisfaction rating. The store is similar with BT Business, as can be seen here: https://business.forums.bt.com/t5/Feedback-general-chat/bd-p/Intros

    With BT’s prevalent ‘Can’t Do’ loser mentality you wouldn’t expect anything else.

    1. Avatar FibreFred says:

      No surprise you commented on it either and linked to the BT Business forums

      …again

    2. Avatar No Clue says:

      LMAO looking at his link its no wonder the residential service sucks if they can not even provide a decent service for those paying a premium for the so called “business” product.

    3. Avatar Bob says:

      BT still seems to struggle to shake of its old Nationalized industry approach to customer service

    4. Avatar No Clue says:

      At least back then you did not have an Indian call centre telling you to reboot your modem or unplug and replug in your phone as the be all and end all in solving every issue.

  4. Avatar No Clue says:

    BT and Talk Talk useless and bottom. Not really anything new there then.

Comments are closed.

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Superfast ISPs
  • Hyperoptic £22.00
    Speed 50Mbps, Unlimited
    Gift: Promo Code: HYPER21
  • Plusnet £22.50 (*36.52)
    Speed 36Mbps, Unlimited
    Gift: £60 Reward Card
  • Onestream £22.50 (*27.99)
    Speed 45Mbps, Unlimited
    Gift: None
  • xln telecom £22.74 (*47.94)
    Speed 66Mbps, Unlimited
    Gift: None
  • Vodafone £22.95
    Speed 35Mbps, Unlimited
    Gift: None
Large Availability | View All
Cheapest Ultrafast ISPs
  • Vodafone £26.00
    Speed: 100Mbps, Unlimited
    Gift: None
  • Virgin Media £27.99 (*51.00)
    Speed: 108Mbps, Unlimited
    Gift: None
  • Hyperoptic £29.00 (*35.00)
    Speed: 150Mbps, Unlimited
    Gift: Promo Code: HYPER21
  • TalkTalk £32.00 (*39.95)
    Speed: 145Mbps, Unlimited
    Gift: None
  • Giganet £35.00
    Speed: 200Mbps, Unlimited
    Gift: None
Large Availability | View All
The Top 20 Category Tags
  1. FTTP (3045)
  2. BT (2883)
  3. FTTC (1835)
  4. Building Digital UK (1813)
  5. Politics (1775)
  6. Openreach (1708)
  7. Business (1542)
  8. FTTH (1351)
  9. Mobile Broadband (1345)
  10. Statistics (1321)
  11. 4G (1158)
  12. Fibre Optic (1109)
  13. Wireless Internet (1080)
  14. Virgin Media (1072)
  15. Ofcom Regulation (1068)
  16. EE (767)
  17. Vodafone (747)
  18. TalkTalk (716)
  19. Sky Broadband (704)
  20. 5G (629)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact