View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
  2. Data Centre
November 25, 2011

Sky best broadband, 3 way tango in mobile space – Ofcom

Ofcom has announced the results of its quarterly research into customer satisfaction across communications providers.

By Allan Swann

In the broadband space, no single provider was below average, but Sky’s service was rated as top at 64% satisfaction. It was followed by Orange (58%), BT (57%), Virgin Media (57%) and Talk Talk/Tiscali (55%).

The research showed that the most common reason for changing provider was connection speed, followed by a package/service change. It also noted that dissatisfaction with Virgin Media has increased since February 2011.

Golden child Orange has been pulled back to the pack – its complaints have increased since February 2011, from just 15% to now 29% – now similar to that of other providers.

Amongst mobile services, O2, Orange and T-Mobile (both Orange and T-Mobile are Everything, Everywhere brands) are all tied for first place at 72%.

Ofcom says that satisfaction with mobile providers’ customer service is higher than for fixed broadband providers at 69%.

O2 scored highly on the standard of advice they provided to customers as well as overall satisfaction with their customer service advisors. Ofcom notes that O2s advisors "give clearer and more useful advice and are better at understanding the problem and offering compensation."

Report criteria:

Content from our partners
Unlocking growth through hybrid cloud: 5 key takeaways
How businesses can safeguard themselves on the cyber frontline
How hackers’ tactics are evolving in an increasingly complex landscape

Consumers were interviewed in September 2011 and asked to rate their customer service experience. All those surveyed had market share of 4 per cent or more.
Ofcoms entire survey can be read here

 

 

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how New Statesman Media Group may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.
THANK YOU