Feeds

Punters even more dissatisfied by Virgin Media's package

Not our fault rivals have 'upped their game', says VM

Build a business case: developing custom apps

Ofcom survey Ofcom's latest customer satisfaction report is out and it doesn't look good for Virgin Media, which languished at the bottom of two lists representing its core business.

The communications watchdog placed the telco in last place for landlines and pay TV. Meanwhile, it was second worst in the fixed broadband stakes, where TalkTalk took the bottom spot.

Virgin Media received a 57 per cent satisfaction rating from its broadband customers, while TalkTalk – seen similarly dragging its sorry arse in July this year – ranked just 2 per cent worse than VM, according to 3,000 punters interviewed (PDF) by Ofcom.

Likewise, BT scored a 57 per cent rating for customer satisfaction with its broadband offering.

"Overall satisfaction with customer service remained lower in the fixed broadband (58 per cent) and landline (61 per cent) markets compared to pay TV (68 per cent) and mobile (69 per cent)," noted the regulator, which published its findings this morning.

Ofcom said BSkyB came out on top with its landline (74 per cent), broadband (64 per cent) and pay TV services (70 per cent).

"Satisfaction with Sky’s customer service was significantly above average, with customers particularly pleased that advisers took their questions or issues seriously, were willing to help resolve issues, and offered a goodwill payment or compensation," said the regulator.

TalkTalk, meanwhile, has clearly taken heed of its record £3m fine for bogus billing that the regulator meted out to the telco in August this year.

"Dissatisfaction with TalkTalk’s customer service for complaints handling fell by 22 percentage points and ratings have also improved in many other areas of customer service since February 2011," Ofcom said.

Customer loyalty nosedives

But the volume of Virgin Media punters' gripes have been turned up.

"Virgin Media customers were less satisfied than average with overall customer service," said Ofcom. "There was an increase in the number of issues not satisfactorily resolved, and a decline in customer loyalty since February 2011."

It found that overall, connection speeds and changing packages remained the two biggest issues for customers.

“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 the watchdog's consumer group director Claudio Pollack.

The regulator debuted a single mandatory Code of Practice in January this year, which set the standards for how telcos should deal with customer complaints.

It said a monitoring and enforcement programme to check those companies were complying with the code would be implemented in early 2012. Ofcom reiterated any telco found to be breaching those rules could face a fine of up to 10 per cent of relevant turnover.

A Virgin Media spokesman, who claimed that other telcos had simply "upped their game", gave us this statement:

As we roll out 100Mbit/s to millions more UK homes, our broadband customers remain amongst the most satisfied in the market.

Virgin Media TiVo and new channels and content have bought even more value to our TV customers and we continue to deliver a good experience to our landline and mobile customers.

Customer service is a big focus for us and we know there is still more work to do if we are to get to where we want to be – delivering a fantastic customer experience every time – but we've come a long way and our customers are seeing the results.

®

The essential guide to IT transformation

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
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
Netflix swallows yet another bitter pill, inks peering deal with TWC
Net neutrality crusader once again pays up for priority access
EE plonks 4G in UK Prime Minister's backyard
OK, his constituency. Brace yourself for EXTRA #selfies
prev story

Whitepapers

Top 10 endpoint backup mistakes
Avoid the ten endpoint backup mistakes to ensure that your critical corporate data is protected and end user productivity is improved.
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.
Backing up distributed data
Eliminating the redundant use of bandwidth and storage capacity and application consolidation in the modern data center.
The essential guide to IT transformation
ServiceNow discusses three IT transformations that can help CIOs automate IT services to transform IT and the enterprise
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.