25 November 2011 | Author: C. Tate
Ofcom, the communications regulator, has published the latest of their regular customer satisfaction surveys. Their findings show that the respondents interviewed were happier with the level of service provided by their mobile provider than their online or broadband supplier. This improved level of satisfaction could further boost the popularity of mobile shopping and mobile devices like tablets and e-readers.
The Ofcom research was taken from interviews with 3,000 people during September, asking if they had had any contact with their provider in the previous three months, and if they were satisfied with the level of service they received.
The survey showed that 7 out of 10 customers were happy with the service their mobile company provided, even after calling about their service or tariff. However, only about 6 out of 10 were happy with their landline and broadband.
Landline customer service ratings had improved for Sky, Talk Talk and BT since 2009, according to Ofcom. Yet, on average, these levels of satisfaction were still below those for mobile services. In general, people contact their landline supplier to change the package deal they originally signed up for, whereas for broadband, connection speeds are still the biggest problem.
O2 topped the satisfaction level table for mobile services, whereas Sky came first in the landline and fixed broadband categories.
"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," said Ofcom's Claudio Pollack to the BBC.
Ofcom say mobile firms deliver better service
Ofcom, the communications regulator, has published the latest of their regular customer satisfaction surveys. Their findings show that the respondents interviewed were happier with the level of service provided by their mobile provider than their online or broadband supplier. This improved level of satisfaction could further boost the popularity of mobile shopping and mobile devices like tablets and e-readers.The Ofcom research was taken from interviews with 3,000 people during September, asking if they had had any contact with their provider in the previous three months, and if they were satisfied with the level of service they received.
The survey showed that 7 out of 10 customers were happy with the service their mobile company provided, even after calling about their service or tariff. However, only about 6 out of 10 were happy with their landline and broadband.
Landline customer service ratings had improved for Sky, Talk Talk and BT since 2009, according to Ofcom. Yet, on average, these levels of satisfaction were still below those for mobile services. In general, people contact their landline supplier to change the package deal they originally signed up for, whereas for broadband, connection speeds are still the biggest problem.
O2 topped the satisfaction level table for mobile services, whereas Sky came first in the landline and fixed broadband categories.
"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," said Ofcom's Claudio Pollack to the BBC.
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