The UK regulator’s report shows levels of customer satisfaction similar to the previous year.
Background: Ofcom has been publishing annual reports on service levels of telecoms providers since 2017. This is the third annual report on service quality, which refers to the year 2018.
The results: Overall, there has been little change year-on-year in customer satisfaction across the fixed and mobile markets. 83% of broadband customers are satisfied with their service, compared to 80% in 2017; Ofcom consider this to be statistically similar to 2017. 13% had reasons to complain in 2018, compared to 15% in 2017. EE has the highest satisfaction rate (87%), whereas TalkTalk has the lowest (79%). Sky is the operator with the least complaints. In mobile, 93% of customers are satisfied with the service (up by two percentage points compared to 2017), with only 3% saying they are not happy. Two MVNOs (GiffGaff and Tesco Mobile) top the list, also due to the value-for-money satisfaction. Another MVNO, Virgin Mobile, is at the bottom, and has the lowest satisfaction rates in complaints resolution. Overall, complaints raised to Ofcom fell by 23% last year; mobile complaints decreased by 15%.
More protection for consumers is coming: Ofcom recently introduced new measures to foster consumer protection. From this month, an automatic compensation scheme is in force for delayed repairs or service starts; the updated Code of Practice on broadband speeds enables users to terminate the contract without penalties when promises are not fulfilled; and an easier process to switch mobile providers will come into force from July.
