UK residents reveal their thoughts of ISPs in Ofcom survey

By Posted 22 Jul 2011, 10:00

Consumers in the UK have quite a big choice when it comes to choosing who supplies their phone and broadband services. But customer satisfaction can vary a great deal as UK residents reveal their thoughts of ISPs in an Ofcom survey.

The survey doesn’t make good reading for the bosses of TalkTalk, as almost a quarter of TalkTalk customers who were surveyed were unsatisfied with its phone and broadband services. The poll conducted from 11,000 people found that 23 percent of its customers were unhappy with their landline phone service. According to an article by Mark King of guardian.co.uk, 24 percent of TalkTalk customers were also unhappy with their broadband service.

The people in the survey were asked to give their opinion on their most recent experience of customer service. This included the speed which they were dealt with, and the advice they were given by the person who were dealing with their problem.

The most satisfied customers for landline services from the survey were customers of BSkyB, with 66 percent satisfied compared to 17 percent dissatisfied. Amongst broadband suppliers Orange fared well with 76 percent happy compared to 11 percent unhappy customers. This is a great improvement by Orange who only scored 42 percent for customer satisfaction back in 2009.

Amongst the mobile phone providers in the country T-Mobile scored highly with 72 percent of customers satisfied, compared to only 9 percent of unhappy customers. Vodafone only scored 14 percent of satisfied customers, while 3 only achieved a lowly 11 percent. Subscription TV customers scored BSkyB 66 percent just ahead of Virgin Media.

Customers contact their service provider mainly to change their package or service, and to complain about poor line quality. For broadband customers they complained mainly about connection speeds or to change package. A big problem they had as well was higher than expected monthly bills.

Back in April Ofcom had reported that TalkTalk who are the UKs third biggest provider, was the most complained about between October 2010 and February 2011. The company’s broadband offering had 1.27 complaints per 1,000 customers, and the landline phone service got 1.78 complaints per 1,000.

Since TalkTalk took over Tiscali back in 2009 it had experienced increasing customer service complaints, and has seen it pay out £2.5 million in compensation to 62,500 customers. There are new rules coming into force today that require providers to do more in resolving customer complaints. But some have called this survey flawed as it only covered 11,000 customers.

Who provides your internet and phone services? Are you happy with the service?