uSwitch.com research show’s overall client satisfaction is declining. The Ofcom ruling could not have chosen a better moment to tackle poor customer service. New rules will require communication providers to do much more to help unsatisfied consumers.
Key uSwitch.com Customer Satisfaction Report findings:
– Broadband blues: mis-selling and bad billing leave just six out of 10 customers satisfied overall with service and over two million customers (14%) unhappy
– Mobile malaise: less than six in ten (58%) of mobile phone users are happy with their service [2]
– Home phone moan: two price rises in less than a year have led to the first drop in customer satisfaction since 2008 – less than 6 out of 10 customers (58%) are satisfied[3] with their service.
Ernest Doku, technology expert at uSwitch.com, comments: “Ofcom’s ruling is great news for customers fed up with how providers address issues of poor customer service. Customer satisfaction with broadband and home phone services has fallen in the last year while mobile phone customers are the least satisfied of all. Although providers may be focusing on broadband speed, value for money or the newest mobile handsets, they need to remember that the winning formula also calls for first class customer service.
“However, there is little reason why consumers should put up with poor quality service, especially when it’s so easy to look around and move to a better provider. This ruling should be a wake-up call for telecoms providers, and gives them a real chance to try to address their failings. If they don’t, not only will they have to answer to Ofcom, but they could well see customers vote with their feet. Whether or not Ofcom’s ruling makes a real difference or not, consumers still have the power to demand better customer service.”
Source : uSwitch.com
