The latest customer satisfaction reports from Ofcom are now available and they have revealed disappointment amongst dissatisfied Virgin Media customers. The media giants found themselves in last place in two categories and not much better off in a third according to the communications watchdog’s findings.
The categories which Virgin Media found themselves disappointing in were both Pay TV and landlines. They were also found reported to be one of the worst in the fixed broadband category but this time they were in second to last place as opposed to TalkTalk who were bottom of the pile. All three of these categories are crucial for the service they are offering so for them to be found so unsatisfactory by customers is a worrying situation for the company.
The results came from 3,000 customers that were interviewed by Ofcom. Virgin Media broadband customers amongst the interviewees gave the company just a 57% rating in terms of satisfaction, the same as BT and only 2% more than bottom of the pack TalkTalk. Sky came out on top with a 64% rating of satisfaction from their customers for their broadband.
The regulator published their findings this morning which also indicated Sky customer satisfaction with their TV services and surprisingly their landline, with a 70% and 74% rating respectively. According to The Register the regulators also said that Sky customers were ‘particularly pleased that advisors took their questions or issues seriously’ offering compensation or payments as a gesture of goodwill while attempting to resolve issues.
They also explained that despite TalkTalk’s low ratings, dissatisfaction with their complaints handling service fell by 22% and other ratings have improved since February. Do these results offer an accurate representation of your feelings towards these services? Are you surprised by any of the results?