Ofcom customer satisfaction report

Today, Ofcom released their latest stats for TV, Broadband and Telephone provides, and it makes interesting reading.

On Broadband suppliers:

For the third consecutive quarter, Orange/EE generated the most complaints as a proportion of its broadband customer base at 0.57 per 1,000 customers in Q1 2013. Complaints were mainly driven by difficulties in changing provider and service issues.

Proof that changing the name above the door doesn’t change the underlying problems.

On Pay TV services:

From January to March 2013, Ofcom received the most complaints about BT Vision at 0.29 complaints per 1,000 customers.

Increasing from 0.24 per 1,000 subscribers in the previous quarter, complaints about BT Vision remain seven times greater than the industry average. Complaints were partly driven by problems with service provision and billing issues.

Wow.  It’s worth pointing out that BT is still fairly new to the pay TV game and are trying to oust Sky and Virgin Media.  This is not the way to go about it.  I’m of the belief that instead of spending millions on acquiring Premier League rights they should invest that money in their creaking and ageing infrastructure, reaching the parts of the country that aren’t currently well served.  For the record, Sky, the incumbent in paid TV, has by far the lowers ratio of complaints in that particular market.

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