As many of you will be aware, Ofcom is responsible for complaints levelled against telecoms companies. Complaints about all sorts of things, be it terrible service, nuisance calls, unsuitable content on TV, you name it. Being a public organisation, Ofcom regularly published reports on all those complaints with the latest arriving yesterday. Topping the complaints charts for broadband, mobile, and paid TV services were TalkTalk, Vodafone, and BT respectively.
The latest report accounts for complaints made between October and December last year, with TalkTalk leading the way with 31 complaints per 100,000 customers. Close behind were BT and TalkTalk with 27 a piece, with Virgin, EE, and Sky totalling a respective 14, 12, and 7 complaints per 100k. The industry average was 18. TalkTalk also came out on top of the landline complaints table, with 23 complaints per 100,000 customers. It was followed by Plusnet with 23, Post Office with 21, and BT with 16. Below the industry average (13) is Virgin, EE, and Sky again, with their respective scores of 11, 7, and 6.
Where pay-monthly mobile contracts are concerned, both Vodafone and BT top the list with 11 complaints per 100,000 customers. Beneath them are Virgin (10) and Talk Talk (7), and below the five complaint average is EE, Three, and O2 with three complaints each, and Tesco with one. It's a little bit strange that BT and EE have such vastly different scores, considering BT owns EE. They're different companies, technically speaking, but still somethings amiss.
As for Paid TV, BT comes out on top again with a whopping 18 complaints. It's followed by TalkTalk (10), Virgin (9), and Sky (2). Clearly BT is doing something wrong if it's consistently coming out near the top of the complaints lists. Especially compared to Sky which is consistently dead last. Certainly when you look at the scores from previous quarters (going back to 2016) both providers have stayed (relatively) steady. The number of complaints has fluctuated quite a bit, but the overall positioning has been pretty consistent.
Ofcom makes it clear that the number of complaints is only one factor in the quality of service different providers offer, but it's an important statistic for both customers and the providers themselves. Customers get all the information while they're shopping for a new provider, and the providers get to see that they need to do more work. Like EE Broadband, which dropped from 36 complaints/100K during Q1 2016, right down to 10 in Q3 2017 and 12 now. [Ofcom via BBC News]