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:
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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
