Ofcom launch online tool for comparing service quality of major telecoms providers
Image courtesy of Nick Youngson/Blue Diamond Gallery
Yesterday, Ofcom launched a new online tool that allows people to find out how well major telecoms providers serve their customers.
Using findings from Ofcom’s first ‘Comparing Service Quality’ report, phone and broadband customers can compare how different providers rate when it comes to things like answering customer calls, handling complaints, and reliability of their services.
Brought together in a simple, visual format, the online tool should help inform consumers who are shopping around for a new provider.
The report combines consumer research, complaints figures and statistics obtained directly from providers.
- 13% of broadband customers had a reason to complain to their provider in 2016, compared with 5% of landline telephone customers and 4% of mobile customers.
- Just over half of the broadband and mobile customers who complained to their provider in the last six months of 2016 were satisfied with how their complaints were handled (56% and 57% respectively). By comparison, 62% of landline telephone customers were satisfied with how their complaints were handled.
- On average, landline telephone and broadband customers had to wait over twice as long to speak to a customer services advisor (2 minutes, 51 seconds) than mobile customers (1 minute). Calls to technical support took, on average, two and a half minutes longer to answer than sales calls.
- 92% of mobile customers, 89% of landline telephone customers and 87% of broadband customers were satisfied with their service overall.
The report also found providers take an average of 13 calendar days to get a new broadband service up and running; 16 days to set up a landline service, and 16 days to install a landline and broadband service together.
Ofcom hopes the findings from this report will incentivise providers to improve their service quality and fix recurring problems.
Sharon White, Ofcom Chief Executive, launched the Comparing Service Quality report at an event co-hosted by Ofcom and the consumer group Which? Sharon said:
“We’re determined to help bring about a service revolution in the telecoms sector, where consistency and excellence becomes the norm, and customers always come first.
“Today we want to shine a light on how different providers perform, and are challenging the industry to up its game on customer service. We’ll be monitoring closely to ensure industry service standards are raised.”
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