Virgin Media beats Sky, BT in UK broadband satisfaction, Tesco leads mobile

Virgin Media, Tesco Mobile and BT top customer satisfaction rankings across broadband, mobile and landline respectively, according to new Ofcom figures.

The UK regulator’s report, Comparing Service Quality, features a combination of consumer research and complaints figures, as well as statistics obtained directly from providers that have never been published before.

Overall, 92 percent of mobile customers, 89 percent of landline telephone customers and 87 percent of broadband customers were satisfied with their service.

In broadband, 91 percent of Virgin Media customers were satisfied with their service, ahead of 88 percent of Sky customers and 84 percent of BT subscribers.

Thirteen percent of broadband customers had reason to complain to their provider in 2016, with Virgin Media and TalkTalk having the joint-highest proportion of customers wishing to complain at 16 percent.

Over half, 56 percent, of broadband customers were happy with how complaints were handled.

In landline services, BT had a 92 percent overall satisfaction figure, followed by Sky with 90 percent and Virgin Media with 85 percent.

TalkTalk came in fourth for both broadband and landline with 83 percent for both.

Tesco Mobile led in the mobile sector with 96 percent satisfaction, ahead of Virgin Mobile and EE with 94 percent and 92 percent respectively.

Three came fourth with 89 percent, Vodafone fifth with 89 percent and O2 sixth with 86 percent.

Four percent of mobile customers had reason to complain, with Vodafone the most complained about operator.

[Read more: Vodafone UK debuts AI chatbot, abolishes roaming in customer service push]

Over half, 57 percent of mobile customers were happy with how complaints were handled.

The news came as Ofcom launched a new online tool presenting findings from the report, allowing customers to compare the performance of different providers across a range of different metrics.

Ofcom Chief Executive Sharon White 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.”

Click here to share your views on telecoms and customer experience in our latest survey.

Come and listen to the likes of Colt, Hrvatski Telekom and the UK Institute of Customer Service speak at our customer experience seminar on 10 May.

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