Talk Talk props up table of satisfied broadband customers

Written by NTN staff
03/05/18

More woes for TalkTalk as the UK ISP finished bottom again of an Ofcom survey into customer satisfaction.

Talk Talk customers were the least likely to recommend their provider to friends (see chart) and it scored poorly for reliability and complaints handling.

Virgin Media broadband customers are more likely than average to recommend their provider to a friend; and Virgin Media is the only provider with above-average customer satisfaction for broadband speeds.

Overall, eight in ten broadband customers (80%) say they are satisfied with their service, while 15% have a reason to complain.

But across the industry, satisfaction with complaints handling could be improved. Sky and EE perform above average for how they handle complaints with around six in ten customers satisfied.

The amount of time people are kept waiting on the phone to customer service lines varies widely. Plusnet customers have to wait the longest – nearly eight minutes on average. EE customers wait the shortest amount of time to get through – only 48 seconds.

Lindsey Fussell, Ofcom’s Consumer Group Director, said: “People often focus on price when they’re choosing a phone or broadband provider. But there are big differences in the customer service offered by providers.

“We’re encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can’t afford to let their service standards slip. If they don’t up their game, customers can vote with their feet.”