“Telecoms providers have a long way to go to improve their customer satisfaction ratings” – Which? response to Ofcom’s complaints data on major telecoms and pay TV providers

Which? executive director, Richard Lloyd, said:

“Despite complaints falling, telecoms providers have a long way to go to improve their customer satisfaction ratings. Our research shows that telecoms companies are rated among the lowest when it comes to customer service, so Ofcom must seize the opportunity to tackle these problems and improve switching as part of its digital communications review.”

Background

  • Our annual survey of the UK’s 100 biggest brands revealed telecoms providers BT (63%), TalkTalk (64%), Vodafone (66%) and EE (68%) once again languished towards the bottom of our rankings, setting a worrying trend for the telecoms industry.

Methodology - We surveyed 3,501 members of the UK public in May 2015 about the big UK brands they had interacted with in the past 12 months.

  • In our broadband satisfaction survey (March 2015) EE Broadband came 8th with a customer score of 50%
  • Our mobile phone networks survey (May 2015) scored EE 7th for mobile phone contracts with a score of 57%. For Pay As You Go, EE received the lowest score (40%) out of all the other providers.

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