Ofcom: customer service satisfaction levels revealed

Levels of satisfaction with the ten biggest communications providers’ customer services are today revealed in new Ofcom research. The research covers landline, broadband, mobile and pay TV providers with a market share of 4 per cent or more. It shows that consumers are least satisfied with the customer service provided by landline and broadband operators and most satisfied with the service they receive from their mobile and pay TV operators. It comes as new rules come into force tomorrow (22 July) which will require communications providers to do more to help consumers resolve complaints. Thousands of consumers were interviewed as part of Ofcom’s research in February 2011 and asked to rate their customer service experience if they had contacted their provider in the previous 3 months. This included giving scores out of ten for various aspects ranging from how easy it was to contact customer services and the speeds with which they were dealt with, to satisfaction with the advice they were given and the person who dealt with them. Here to read more.