INSUBCONTINENT EXCLUSIVE:
Authors: JordanImage caption
TalkTalk scored poorly for reliability and complaints handling
TalkTalk has
come last for the second year running in a broadband service report released by regulator Ofcom
The company's customers were the least likely to recommend their provider to friends
It scored poorly for reliability and complaints handling
A company spokesman said that while the "results are disappointing", TalkTalk was rolling out major service improvements
Virgin Media had the most satisfied customers for broadband
TalkTalk said: "We've closed down our call centres in India
We have introduced new online tools to help customers resolve issues quickly and conveniently
And we are launching new Wi-Fi routers to strengthen network reliability
"All these initiatives are starting to deliver material improvement in satisfaction levels."New rules for broadband speed adverts 'More than
half' of households face slow broadbandThe report covers the quality of service broadband users can expect from the UK's six biggest
It is part of Ofcom's efforts to encourage consumers to "shop around" for providers that best meet their needs.Overall, eight in 10
broadband customers said they were satisfied with their service, while 15% had a reason to complain.Virgin Media was the only provider with
above-average customer satisfaction for broadband speeds
And its customers were more likely than average to recommend it to a friend.The report also highlighted that across the industry,
satisfaction with complaints handling could be improved
Members of the public were also questioned about the mobile networks they used.Overall, nine in 10 customers (91%) said they were satisfied
with their mobile providers, with just 4% having a reason to complain.Among the mobile providers, Vodafone and Virgin Mobile customers were
least likely to recommend the services to others.Tesco Mobile and Giffgaff fared best on the same measure."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," Lindsey
Fussell, Ofcom's consumer group director, said.
