A report from Ofcom indicated the best mobile operator and broadband service provider in the United Kingdom.
Ofcom’s annual customer service report ranked major telecoms providers performed last year on measures including customer complaints received, value for money and overall customer satisfaction.
The data is based on how companies performed up to January 2020, before the Covid-19 pandemic unfolded.
Broadband
85 percent of broadband customers is satisfied with their service.
Twelve percent of broadband customers say they had a reason to complain about their service or provider, in line with 2018.
Plusnet customers reported higher than average overall satisfaction with broadband service. This is despite having to wait longer than average for their calls to be answered.
TalkTalk customers were less likely than average to be satisfied with their overall service and with the reliability of their service. They were also less likely than average to recommend their provider to a friend, and less likely than average to be satisfied with how their complaint was handled.
Virgin Media customers had to wait the longest for their calls to be answered (4 minutes 26 seconds on average) and were the also less likely than average to be satisfied with how their complaint was handled.
Mobile service
More than nine in 10 customers say they are satisfied with their mobile phone service, with only 3 percent of customers saying they had a reason to complain (down by one percentage point since 2018).
Tesco Mobile customers reported higher than average levels of overall satisfaction and were more likely than average to recommend their provider to a friend. Tesco Mobile customers also reported higher than average satisfaction with reception and value for money.
Three customers were less likely than average to be satisfied overall and less likely than average to recommend their provider to a friend; they also had the longest average call waiting times and were less likely than average to be satisfied with their reception.
