The latest broadband stats are in and there’s one clear winner when it comes to customer service. According to the latest tests from telecoms regulator Ofcom, it appears that BT is leading the way with the company performing best for overall satisfaction. In fact, BT scored a significantly better result for its internet service than any of its rivals which helped to placed it top of the broadband leaderboard.
The average score for “Satisfaction with service overall” was 83 percent but BT managed to post a rating of 88 percent. Coming in second place was EE (85%) followed by Sky (84%) and then Plusnet (78%).
At the other end of the league was Vodafone with a score of 77 percent for overall service with Virgin Media and TalkTalk both getting a rating of 78 percent.
Along with that high score for service, BT also came out on top for “Satisfaction with speed of service” and “Overall satisfaction with complaint handling”.
Sky also performed well for complaint handling and its users were also the least likely to make a complaint in the first place.
Overall, Virgin Media ranked the worst with the firm getting below-average scores for reasons to complain and the way gripes are handled.
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YOU CAN SEE THE FULL SCORES BELOW
Although there are plenty of positives from the latest Ofcom report it’s not all good news with the regulator saying that customers are experiencing “hit-and-miss” levels of customer service from major telecoms provider
Overall, customer satisfaction levels remain high but when do things do go wrong users are struggling to get through to their provider.
In fact, Ofcom says that call-waiting times and complaints-handling are areas of particular concern.
The regulator is now calling on providers, and particularly those lagging behind their competitors, to prioritise customer service improvements and deliver what customers expect and deserve.
Speaking about the latest stats, Ian Macrae, Ofcom’s Director of Market Intelligence, said: “When things go wrong with your phone or broadband service, it’s incredibly frustrating if you have to wait on hold for ages to get it sorted, or if your complaint is handled badly.”
“As we emerge from the pandemic, some companies need to up their game when it comes to resolving problems, especially at a time when prices are going up. It’s never been simpler to switch, so if you’re not happy with the service you’re getting, vote with your feet and look elsewhere.”
So, do you agree with the latest results and is BT really the best? Leave your comments below, we’d love to hear your thoughts.