The latest Ofcom report has revealed the name of broadband and mobile operators based on the best and worst satisfaction scores from their customers.
Broadband satisfaction
83 percent of broadband customers are satisfied with their service (80 percent in 2017), while 13 percent had reason to complain in 2018 against 15 percent in 2017.
TalkTalk scores below the industry average on several measures, with its broadband customers less likely to be satisfied with their overall service and less likely to recommend their provider to a friend.
TalkTalk customers are more likely to have a reason to complain, less likely to have their complaint resolved on first contact, and less likely be satisfied with how their complaint is handled.
Sky broadband customers are less likely than average to have reason to complain, and more likely to be satisfied with how their complaint is handled.
Mobile satisfaction
93 percent of mobile customers are satisfied with their overall service (91 percent in 2017), with a small proportion (3 percent) saying they are unhappy.
Giffgaff and Tesco Mobile customers are more likely to recommend their provider to a friend. 97 percent customers of Giffgaff also have above-average satisfaction with value for money. 92 percent customers of Tesco Mobile also have above-average satisfaction with value for money.
82 percent Vodafone customers are less likely to be satisfied with value for money. Virgin Mobile customers have below-average satisfaction with how their complaint is handled. Both Vodafone and Virgin Mobile are also less likely to resolve complaints on first contact.
Satisfaction with mobile reception is increasing across the board (87 percent, up from 84 percent last year).
Complaints to Ofcom
Complaints to Ofcom about broadband firms fell by 23 percent last year, from 75 complaints per 100,000 customers on average in 2017, to 58 in 2018.
Complaints about Plusnet – owned by BT – more than doubled in the last quarter of 2018. Plusnet faced issues with a new billing system.
Complaints to Ofcom about mobile companies fell 15 percent last year – from 20 complaints per 100,000 customers on average, to 17 last year.
Sky has become the least-complained about provider across all four services – broadband, landline, mobile and pay TV.
