The data report
has been put forth with an aim that the telecom providers will improvise their
customer support and service and the customers will enjoy using their service
in the future. The case samples
considered telecom provider of those with over 4% market share and numbers
provided are in proportion of their customer base. The services considered included landline,
fixed broadband and mobile broadband services.
This quarter, Talk Talk has received a large number of
complaints in both landline and fixed broadband sectors. In the landline service, almost 0.77
complaints per 1000 customers in relation to billing and customer service issues
have been received.
With regards to fixed broadband, Talk Talk customers
complained of line faults and related service issues while their number stood
at 0.55 per 1000 customers. In the fixed
broadband sector, Virgin Media and Sky have been performing fine for each of
them has received just 0.19 complaints per 1000 customers which seem to be a
better record as compared to Talk Talk statistics.
Proceeding to mobile services report, 3 UK has received
maximum complaints relating to disputed charges and customer service issues.
The statistics revealed that 0.14 complaints per 1000 customers have registered
their complaints against 3 UK over these matters. Another service provider
which has witnessed increasing complaints is Virgin Mobile. Most of the Virgin
Mobile customers are unhappy with their billing and the service meted out with
them in regards to customer service. On the other hand, O2 has received least
complaints from its customers, the figures of which stand at just 0.02
complaints per 1000 customers.
Ofcom encourages customers to voice their complaints
against their service providers in order to ensure they are not cheated and
enjoy better value for money services. Customers can always refer to the set of
guides developed by Ofcom and check out how to deal with customer service, bill
disputes and other related issues.
