Feeds

TalkTalk drags arse in Ofcom ISP survey

DeafDeaf, more like, say customers

5 things you didn’t know about cloud backup

TalkTalk may be earning plaudits in Whitehall for being the first major UK ISP to implement network-level anti-malware blockers on its service, but the company's customers aren't so easy to please.

Regulator Ofcom published its latest customer satisfaction findings in Blighty's communications market today, based on a survey of 3,000 people.

TalkTalk came last, with nearly a quarter of the telco's punters confirming they were dissatisfied with its call centre response to queries/problems with its landline telephone service.

"This was mainly due to customers being unable to get through to the right person, the speed of answering the phone and general dissatisfaction with the customer service advisor," noted Ofcom in its report.

The watchdog added that it had received a higher than average level of gripes about TalkTalk, compared with its rivals, such as BT and Virgin Media.

BSkyB came out on top as the provider offering the best telephone support to its customers, with 66 per cent of respondents saying they were satisfied with the service.

Similarly, TalkTalk was awarded the wooden spoon by 23 per cent of customers, who were unhappy with calls into the firm about its broadband service.

Orange, in contrast, racked up 11 per cent of customers dissatisfied with its broadband service – while 76 per cent said the company was doing a good job.

BT and BSkyB grabbed most improved broadband customer service satisfaction scores since Ofcom last measured customer happiness.

But TalkTalk really took a beating.

Its "customers are the least satisfied with aspects of customer service, for similar reasons to their landline service," said Ofcom.

"TalkTalk also has the least loyal customers (34 per cent saying they are less likely to use TalkTalk again for their broadband service)."

Ofcom added that mobile phone providers and pay TV services pleasingly scored higher-than-average customer service satisfaction levels.

T-Mobile and BSkyB topped the lists in those respective categories.

Starting tomorrow (22 July), ISPs will be required to include details of the relevant dispute resolution service (DRS) on all their paper bills.

The telcos will also have to write letters to customers whose complaints have not been resolved within eight weeks. Under the ruling by the watchdog, providers will be expected to remind customers about their right to take their complaint to a DRS.

Separately, the regulator has been considering forcing ISPs to make it easier for unhappy customers to switch providers. A review about this is expected from Ofcom later this year. ®

Gartner critical capabilities for enterprise endpoint backup

More from The Register

next story
6 Obvious Reasons Why Facebook Will Ban This Article (Thank God)
Clampdown on clickbait ... and El Reg is OK with this
So, Apple won't sell cheap kit? Prepare the iOS garden wall WRECKING BALL
It can throw the low cost race if it looks to the cloud
EE accused of silencing customer gripes on social media pages
Hello. HELLO. Can EVERYTHING EVERYWHERE HEAR ME?!
Time Warner Cable customers SQUEAL as US network goes offline
A rude awakening: North Americans greeted with outage drama
Shoot-em-up: Sony Online Entertainment hit by 'large scale DDoS attack'
Games disrupted as firm struggles to control network
BT customers face broadband and landline price hikes
Poor punters won't be affected, telecoms giant claims
Broadband slow and expensive? Blame Telstra says CloudFlare
Won't peer, will gouge for Internet transit
prev story

Whitepapers

Best practices for enterprise data
Discussing how technology providers have innovated in order to solve new challenges, creating a new framework for enterprise data.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Advanced data protection for your virtualized environments
Find a natural fit for optimizing protection for the often resource-constrained data protection process found in virtual environments.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?