Fresh figures from UK regulator Ofcom bear out claims by ISP TalkTalk that its customer satisfaction is on the up, but also show the firm still lags rivals Sky and BT despite the improvement.
A regular Ofcom consumer satisfaction survey reveals the overall level of dissatisfaction with TalkTalk’s complaints handling fell 22 percentage points between February and September, when the latest figures were gathered. However, only 59% of subscribers quizzed by Ofcom said they are satisfied with TalkTalk’s service, compared to 78% for Sky and BT’s 63%.
TalkTalk chief Dido Harding noted that a steady reduction in service calls shows the firm is “delivering a better experience for our customers,” in its fiscal 2Q12 results – relating to calendar 3Q11.
However, she also admitted to delays in improving end to end systems, and increasing the firm’s subscriber count. The firm lost 43,000 customers in 2Q12, its fourth straight quarter of subscriber losses.
Ofcom’s research also reveals mobile users have the greatest overall satisfaction, with 69% happy with the service received compared to 61% for landline services, and 58% fixed broadband.
O2, Orange and T-Mobile share the top step in terms of mobile satisfaction by provider, on 72% each. Three ranked bottom, with 60% of users satisfied.