Published in News

BT suffers from poor customer service figures

by on17 December 2014



Can’t get no… satisfaction

A survey of 6,000 customers conducted by Ofcom is bad news for BT. Ofcom asked punters from TalkTalk, Virgin Media, Sky and BT a variety of customer service questions and the results were good for Sky but bad for BT.

This year’s survey has seen an increase in customer satisfaction for Sky (71 to 75 per cent) and Virgin Media (71 to 76 per cent). TalkTalk maintained its score at 62 per cent and BT dropped from 63 to 60 per cent, making it the worst broadband provider for customer service. Broadband speed issues were the main reason for contacting customer service in 2014, followed by customers wanting to change their package. BT’s customer service was regarded as slow and inadequate, missing the 69 per cent average customer satisfaction.

BT only offers broadband up to 84Mbps, almost half of Virgin Media’s 152Mbps high-end option. Sky and TalkTalk both offer less satisfying numbers for premium users, at 76Mbps and 38 Mbps, respectively. When it comes to landline telephone customer satisfaction BT, TalkTalk and Virgin Media all lost approval percentages in 2014, while Sky gained a 10 per cent increase to 79 per cent. Sky also gained the most approval for TV service, above Virgin Media.

O2 provided the best mobile customer service at 78 per cent but that was a 4 per cent drop on 2013. EE has the worst approval rating of 69 per cent. EE and BT are in talks to merge. If they don’t pull finger on their customer satisfaction rates they will have a combined suck factor which could only be matched if all the talent shows on telly merged into one Simon Cowell inspired nightmare.

Sky and O2 are in early buyout talks which might be the equivalent of Dr Who and Agents of Shield crossover, with Felicity Smoke from Arrow as a guest star.

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