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Friday, November 25, 2011

Ofcom reveals customer service satisfaction levels for mobile and fixed-line comms

Ofcom has published new research showing the highest-rated and lowest-rated communications providers for customer service.

It notes that overall satisfaction is higher with mobile (69%) and pay TV (68%) than it is with fixed broadband (58%) and fixed-line (61%) telephone services.

When it comes to mobile services, the main reason customers had contacted their provider was to discuss changes to their package or service.

The regulator says there was little change since since its February 2011 survey except that O2 now has better than average resolution of faults and repairs. It says O2 scored highly on the standard of advice provided as well as overall satisfaction with customer service advisors, while Three dealt with a higher proportion of complaints and and received lower than average customer service satisfaction.

Overall satisfaction with customer service by mobile provider; September 2011

  Satisfaction Neutral Dissatisfaction
O2 72% 18% 10%
Orange 72% 18% 10%
T-Mobile 72% 16% 12%
Vodafone 66% 20% 14%
Virgin Mobile 62% 22% 16%
Three 60% 21% 19%

Claudio Pollack, Ofcom’s Consumer Group Director, said “Ofcom hopes that this research will both incentivise providers to improve all aspects of their customer service, as well as giving consumers valuable information about the standards of customer service when choosing a provider.”

[Ofcom research (pdf)]

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Author: The Fonecast
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