Ofcom has today released its latest customer satisfaction survey, which covers the UK's biggest fixed line broadband ISPs, Mobile Broadband operators and telephone providers (those with a market share of 4%+). The results, which come from a September 2011 study, reveal that Sky Broadband (BSkyB) and Virgin Media both have the highest overall level of satisfaction for fixed internet providers at 71%.

Sadly Virgin Media has also seen its overall level of dissatisfaction increase from 5% to 10% since February 2011. By comparison Orange has seen its level of satisfaction jump from 40% in 2009 to 70% now, which places it just behind the front two. TalkTalk continued to have the lowest level of satisfaction (62%), although it also had the largest proportion of neutral satisfaction customers (27%).



Meanwhile satisfaction with customer service continued to remain lower in the fixed broadband (58% - up from 57% in Feb 2011) and landline (61% - up from 58% in Feb 2011) markets compared to pay TV (68% - up from 66% in Feb 2011) and mobile (69% - unchanged from Feb 2011).


As for land line providers (telephone), Ofcom found that there had been "no change in [overall] satisfaction" since the previous February 2011 study was conducted. However, since 2009 the satisfaction with BT and TalkTalk has increased (up from 56% to 72% and 53% to 66% respectively). Sky ( Sky Broadband ) had the highest level of overall satisfaction (75%), just above BT (72%). Virgin Media and TalkTalk were rated the lowest (63% and 66% respectively)

Ofcom similarly claimed that there "has been no notable change" in satisfaction levels for mobile ( Mobile Broadband ) operators since February 2011. O2 continued to retain the top spot with the strongest overall mobile satisfaction (82%), while Three (3) held the lowest level of mobile satisfaction (67%).

Back in January 2011 Ofcom introduced a new single Mandatory Code of Practice, which governs how ISPs and phone providers must handle complaints from consumers (here). In addition all UK ISPs are required to join an Ofcom-approved Alternative Dispute Resolution (ADR) scheme, such as CISAS or Ombudsman Services (OTELO).

Ofcom now intends to open a monitoring and enforcement programme to check compliance with the above code, which will take place early next year (2012). Companies found to be breaching the rules could face a fine of up to 10% of relevant turnover.

Ofcom UK's Customer Satisfaction Study - September 2011 (PDF)
http://stakeholders.ofcom.org.uk/binaries/research/telecoms-research/customer-service.pdf