Sky a standout in the latest Ofcom complaints data

21 January, 2018, 02:14 | Author: Regina Silva
  • Sky a standout in the latest Ofcom complaints data

TalkTalk's attempts to fix its poor reputation for customer service have suffered a blow after it topped the telecoms watchdog's table of broadband complaints between July and September past year.

The UK's communications regulator revealed TalkTalk received the most complaints per 100,000 subscribers between July and September 2017.

"The transition process led to some confusion for a small number of customers and in turn, this saw a rise in the number of complaints made to Ofcom in the later part of past year", a spokesperson said. Complaint handling and billing were secondary concerns.

BT improved its performance, dropping to 25 complaints per 100,000 customers from 28 in Q2.

'That move, and a radical shift to self serve, has already delivered a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly'.

In the mobile sector, Vodafone received double the industry average with 10 per 100,000, ahead of BT on 9 and TalkTalk and Virgin Media which both received 8. TalkTalk and Virgin Mobile were not far behind at 8 complaints per 100,000 customers, while Tesco Mobile generated the fewest complaints (1) and EE, 3 United Kingdom and O2 United Kingdom also performed well (3 complaints each).

"Having said that, there are still areas that could do with some improvement - customers are still most likely to grumble about broadband and landline services, although there are mitigating factors in the last quarter such as teething issues with the Post Office HomePhone's acquisition of Fuel Broadband".

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"We remain committed to continually making our services better for customers and will of course keep working hard to do so over the coming months". According to Ofcom's report, the main sources of these gripes were "faults, service and provision issues", with "complaints handling and billing" being secondary concerns.

For landline complaints, the Post Office ranked top with 24 per 100,000 and again Sky had the least with six. The bad news for Vodafone is that it still has a way to go to get down to the level of the other MNOs, all of which got three complaints per 100,000.

"We're shining a light on how different providers perform, and it's clear many need to up their game on service quality and complaints handling", said Jane Rumble, Ofcom's Director of Consumer Policy.

BT remained the most complained-about pay-TV provider, but saw its ratio drop to 14 from 19 complaints per 100,000 customers.

EE, Three and O2 all received just three complaints, while Tesco Mobile received just one per 100,000 customers.

Compared with the second quarter of 2017, the number of complaints increased slightly for landline and pay-TV.

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