The latest Ofcom customer satisfaction reports have just been released with Sky and EE coming out on top.
The two firms registered the fewest complaints for fixed-line broadband and home landlines with Sky also performing well in the pay TV sector.
Other suppliers that fared well include Virgin Media’s broadband and Tesco’s pay-monthly mobile service.
Although this is good news for those customers there was less impressive stats for Plusnet, Vodafone and TalkTalk who all generated higher volumes of broadband complaints per 100,000 subscribers.
According to Ofcom, almost four in ten of Plusnet fixed broadband complaints were about billing, pricing and charges.
Plusnet and TalkTalk also scored badly for landline issues and Vodafone came bottom when it came to pay-monthly mobile complaints.
Here’s the full stats which cover January to March 2019.
Fixed broadband • Complaints per 100,000
Plusnet – 31 • Vodafone – 30 • TalkTalk – 24 • BT – 15 • Virgin Media – 10 • Post Office – 8 • Sky – 5 • EE – 5
Industry average 13
Landline • Complaints per 100,000
Plusnet – 24 • TalkTalk – 19 • Vodafone – 15 • BT – 9 • Virgin Media – 9 • Post Office – 8 • Sky – 5 • EE – 4
Industry average 10
Pay-monthly mobile • Complaints per 100,000
Vodafone – 6 • Virgin Mobile – 6 • BT Mobile – 5 • Sky Mobile – 3 • Three – 3 • O2 – 2 • EE – 2 • Tesco Mobile – 1
Industry average 3
Pay TV • Complaints per 100,000
TalkTalk – 14 • BT – 10 • Virgin Media – 7 • Sky – 1
Industry average 3
Although some firms are still receiving complaints, Ofcom research suggests that people are broadly happy with their communications services.
The proportion of people who were satisfied in 2018 was 86 per cent for landline services, 83 per cent for broadband services and 93 per cent for all mobile services.
In its report Ofcom states: “We record complaints by service (e.g. fixed broadband or pay TV) and by provider.
“We believe that publishing this information is useful for consumers: for example, this data may be relevant to those considering a new service or switching provider.
“We also use the complaints data to inform policy, enforcement and monitoring work, helping to ensure fairness for consumers.”
Speaking about Ofcom’s findings, Dani Warner, broadband expert at uSwitch.com, said: “It is disappointing to once again see Plusnet as the most complained about provider for landline and broadband, despite the volume of complaints falling since the end of last year.
“Overall, however, the bigger picture presents a better story, with fewer complaints about both mobile and broadband providers across the board.
“In a competitive marketplace where consumers are spoilt for choice by a wide range of comparable and high-quality offerings, customer service is a crucial battleground for providers to attract and retain users. But for many companies, customer service still does not meet the standards that consumers deserve and expect.”
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