Ofcom’s report found that Sky had improved its customer services year on year, hence the top spot, but on average there wasn’t a huge difference in levels of customer satisfaction between the big ISPs.
Perhaps unsurprisingly, the top reason for a customer contacting an ISP was complaints about slow connections speeds, with the second reason being changing a package or service
As the rollout of the Openreach network continues and more ISPs, including EE, start to offer FTTC (Fibre to the Cabinet) and FTTP (Fibre to the Premises) broadband, we’d expect calls about speeds and line quality to fall. Similarly, as Virgin Media extends its fibre network and completes its Speed Doubling this should have a knock on effect on speed complaints.
Even with all the complaining, the report also reveals that generally speaking customers are satisfied with the speed at which complaints are processed and dealt with. Since 2009 satisfaction has been steadily improving with an average 6.5 per cent increase in overall satisfaction. Again, Sky in particular comes out on top here, scoring an above average 7.2 per cent increase.
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