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Sky Broadband and Virgin Media Come Top in Ofcom Satisfaction Study

Friday, January 15th, 2016 (11:10 am) - Score 3,872

The UK telecoms regulatory has today published a new study of consumer satisfaction with fixed line broadband, phone, pay TV and mobile providers, which surveyed thousands of consumers between July and September 2015 to reveal that Sky Broadband is the highest rated of all the big ISPs.

Overall Ofcom’s survey, which was prepared by Saville Rossiter-Base, involved 4,078 face-to-face interviews and an online survey with between 1,000 and 1,600 customer service experiences targeted per sector. Take note that most of this was conducted before last year’s cyber-attack on TalkTalk’s website, which compromised the personal details for a large number of subscribers.

Naturally our main focus will be on the fixed line broadband and phone side, although we’ll also include some data for mobile and pay TV providers. Sadly the survey only focused on the very largest providers, thus we don’t get to see how the smaller and often better quality ISPs compare.

The results reveal that customer service satisfaction in the landline (phone) sector increased slightly from 67% in 2014 to 70% in 2015, while satisfaction with fixed line broadband services fell from 69% to 67% over the same period. Elsewhere satisfaction with mobile providers fell slightly from 73% to 72%, while satisfaction with pay TV services also dropped from 80% to 76%.

Generally speaking Sky Broadband and Virgin Media were rated the highest for both broadband and phone services, while TalkTalk were the lowest rated and BT tended to hover around the industry average.

customer_satisfaction_broadband_and_phone_2015

Broadly speaking, most consumers only contacted their broadband ISP when they had a fault/repair related issue (those accounted for around 42-55% of contacts); TalkTalk is responsible for the highest 55% figure in that range, although elsewhere only 15% of customers contacted TalkTalk about billing related issues (the lowest level of all the providers).

The most common reason for customers who contacted their broadband provider about a fault/repair related issue was because their Internet connection speed is too slow (19%), which won’t surprise anybody.

top_reasons_for_contacting_a_broadband_isp_2015

Sadly, when it came to Pay TV services, the study only looked at Sky and Virgin Media. Related customer satisfaction for Pay TV services fell from 72% to 69% at Sky, while at Virgin Media we saw it increase from 58% to 62%.

Thankfully the survey included all of the major Mobile Network Operators (MNO), which interestingly saw O2 come out on top with 80% satisfaction and EE was rated the lowest on 66%. Readers may recall that EE had a bumpy 2015, thanks in no small part to their exploding Power Bars, a failure to comply with the rules for complaints handling and various other hiccups.

mobile_satisfaction_2015

The full study, which can be downloaded below, also examined aspects of the providers’ customer service, such as the speed with which issues were addressed, the standard of advice given and the attitude and ability of the advisor.

Quality of Customer Service Report 2015
http://stakeholders.ofcom.org.uk/market-data-research/other/cross-media/quality-of-customer-service-annual-reports/2015/

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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
15 Responses
  1. Matthew says:

    No Plusnet?

  2. Jonathan says:

    I moved from Zen to Sky fibre pro. Been brilliant and the online support is excellent.

  3. Captain_Cretin says:

    They wouldnt DARE show how good the support from the smaller ISPS is, it would show how BAD the support from the big ISPs really is.

    Also, just asking questions will get “perfect” scores from people who have never tried to use their ISP tech support; that can be the ONLY reason Plusnet scores so highly in other online awards; my personal experience of their tech support is 94 minutes on hold.

  4. dragoneast says:

    If you want broadband that “just works” I don’t find the results surprising at all. Did we need a survey to tell us that? You’d probably get the same result from most users of most ISPs (small or large). And on the same criteria there’s no reason why smaller ISPs should fare any better – indeed without the network capacity of Sky there’s a good argument that they are in a worse position to cope with demand growth. I’m with one of them, and it’s apparent. That’s not why I am with them.

    For some users there are other considerations. So “satisfaction” ratings are like comparing chalk and cheese, or apples and oranges. Different fruit. I just might not like cheese, or apples. For whatever reason.

    The only reason I can see for it all, is a sop by Ofcom as a bit of PR for the gullible. “Look we do care about joe public after all”. Are we really that stupid? Probably. Why do we pay Ofcom to do the same as Which? no end of comparison sites and even the PR departments of the ISPs? I thought the public sector was not supposed to duplicate (and distort) the work of the private sector?

    1. rogTM says:

      Virgin media “just breaks” in most places.

      Clearly you are either very lucky or not on it

    2. Neil says:

      Virgin Media and Sky of the big players are clearly the best. BT and Talk Talk clearly the worse. Every report on here says so. Anyone who must sub to a big provider should look at Sky and Virgin first and avoid BT and Talk Talk entirely.

    3. GNewton says:

      No surprise here. Anyone who cares the read the reviews on Trustpilot, ISPReview, BT Business forum, etc., would stay away from BT or TalkTalk.

      Unfortunately, the smaller ISPs, some of which seem to get good reviews, like AAISP or Xilo, weren’t included in this study by the looks of it. AAISP for example is quite good in dealing with the many Openreach mess-ups, thus shielding the end-customer from nasty surprises.

    4. GNewton says:

      @FibreFred: Do have any constructive to say on this Ofcom Satisfaction Study? Or even why you don’t agree with the reviews, or this survey, since it is bothering you so much?

    5. AndyH says:

      @ Gnewton – It’s the fact that you troll ever news story possible and post the same rhetoric about BT. We all know you don’t like BT, but it’s the fact that you attack BT in the comments about news stories that are completely irrelevant to the service levels provided by either Openreach or BT Consumer.

    6. GNewton says:

      @AndyH: This news story was about the Ofcom Satisfaction Survey, which perfectly matches up with the results from other surveys or reviews. I neither like nor dislike BT, however the issues are real and need to be resolved. I am sorry if the truth upsets some posters here like FibreFred who has this strange emotional attachment to BT and takes everything too personal.

    7. FibreFred says:

      That’s another person calling out the troll

  5. Captain_Cretin says:

    I understand that on Virgins new “200MB” service, the “M” should be a “m”, for millibit/s.

  6. M says:

    This news is most amusing, I just threatened Virgin Media with CISAS complaints procedure, and a family member at a different propeerty connects to SkyBB to find out they are suffering congestion. It’s a funny old world…

  7. David says:

    Totally missile the TiVo box. Asked for both boxes to be able to record,and play back,but when installed only have catch up on second box. In less than a month the FIXED year price has increased. Worst decision I have made.

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