Ofcom: 87% of broadband customers satisfied with service

Ofcom’s report highlighted satisfaction levels

Some 87% of UK broadband customers were satisfied with their service last year, with Virgin Media customers reporting the highest levels of overall satisfaction, according to Ofcom.

The UK broadcast regulator’s ‘Comparing Service Quality’ report found that 91% of Virgin Media broadband customers were satisfied with their service. This compared to 88% for Sky, 84% for BT and 83% for TalkTalk.

Thirteen percent of broadband customers had a reason to complain to their provider in 2016 – higher than the proportion of landline telephone customers (5%) and mobile customers (4%).

Virgin Media and TalkTalk had the highest proportion of broadband customers with a reason to complain in 2016, both at 16%, according to Ofcom.

“We’re determined to help bring about a service revolution in the telecoms sector, where consistency and excellence becomes the norm, and customers always come first,” said Ofcom CEO, Sharon White.

“Today we want to shine a light on how different providers perform, and are challenging the industry to up its game on customer service. We’ll be monitoring closely to ensure industry service standards are raised.”