UK regulator Ofcom has published complaint figures for the major telecoms and pay-TV providers covering January to March 2013.
Overall the picture is relatively positive: complaints for pay-monthly mobile services fell slightly despite the ongoing rollout (and in many areas the lack) of LTE, which some expected would generate more negative feedback.
Landline Services
TalkTalk recorded the highest rate of landline complaints, at 0.39 complaints per 1,000 customers. Although the figure is not huge in absolute terms, it is nearly double that of other providers. BT was second with 0.20 complaints per 1,000 customers, while Virgin Media reported the fewest landline complaints at 0.10 per 1,000.
Broadband
In broadband, EE (formerly Orange) had the most complaints by a clear margin, registering 0.57 per 1,000 customers. TalkTalk followed with 0.36 per 1,000. Once again Virgin Media had the lowest broadband complaint rate at 0.08 per 1,000, which aligns with many users’ experiences of frequent complimentary speed upgrades and generally reliable service.
Mobile Network Providers
Complaint levels across mobile providers were fairly close on average, but there were notable differences between the highest and lowest performers. T-Mobile led the mobile complaints table with 0.19 complaints per 1,000 customers, closely followed by Orange at 0.16 per 1,000. O2 reported the fewest mobile complaints at just 0.05 per 1,000, reflecting strong customer satisfaction despite criticism over LTE rollout progress in some areas.
Some of Orange’s higher complaint levels may relate to network transitions and service expectations during the period covered.
Pay TV Services
Pay-TV figures show a wider spread. BT’s “BT Vision” stood out for the wrong reasons, recording 0.29 complaints per 1,000 customers — roughly seven times the industry average for pay-TV complaints. By contrast, Virgin Media reported the industry-average rate of 0.04 per 1,000, while the leading pay-TV provider registered the lowest rate at 0.02 per 1,000.
Ofcom’s data highlights where providers are meeting customer expectations and where they need to improve. Some companies, particularly in pay TV and certain broadband and landline services, should examine the causes of higher complaint rates and address them to improve customer satisfaction.
What do you think about Ofcom’s report and the providers featured? Are these results in line with your expectations, or should providers be doing more to satisfy customers?