Original URL: http://www.theregister.co.uk/2011/07/22/ofcom_uk_user_survey/

Ofcom posts broadband, mobile punter satisfaction scores

'Are you happy with your wash?'

By Tony Smith

Posted in Broadband, 22nd July 2011 10:36 GMT

Orange has topped Ofcom's latest broadband customer satisfaction poll, though it remains some way behind the lead in the regulator's equivalent survey of mobile networks.

Ofcom annually samples punters to see whether they're satisified, dissatisfied, or don't care one way t'other with the service provided by their service provider.

On the broadband side, Orange satisfied 76 per cent of those surveyed - a "nationally respresentative" selection of 3000 punters, questioned in February about their broadband and mobile usage experiences over the previous three months - with only 13 per cent adopting a neutral stance and 11 per cent not happy.

Here are the top five:

Ofcom broadband survey results

Source: Ofcom

You'll note that Orange's rivals all showed much higher levels of dissatisfaction - always a more interesting and important tally than the number of pleased punters and fence-sitters there are.

"Connection speeds remain the biggest issue for broadband customers, followed by changing package and, increasingly, higher-than-expected bills," said Ofcom.

T-Mobile topped the mobile providers poll, again thanks to a very low level of dissatisfaction. Orange here came fourth in the least-dissatisfied tally, behind T-Mobile, O2 and Three.

Ofcom mobile survey results

Source: Ofcom

Three would have done better had it inspired more of its surprisingly high neutral customer base to feel pleased with their provider.

"Satisfaction with mobile providers’ customer service is higher than average - 69 per cent," noted the comms watchdog. "Consumers tend to contact their mobile provider to discuss changes to package or service, billing issues and to a lesser extent fault/repair issues." ®