Orange seventh worst in UK for customer service, says poll


Operator received 6 per cent of public vote on worst offender from a shortlist of companies with poor service record, but TalkTalk voted worst for second year running

Orange has been ranked the seventh worst company in the UK for customer service in a poll run by the Daily Mail’s Money Mail website.

The operator received 6 per cent of votes from the public, who were asked to choose the worst customer service offenders from a shortlist of eight companies which had repeatedly cropped up in complaints to the Associated Newspapers financial website.

An Orange spokesperson said: “We’re surprised and disappointed to have been included in this survey, particularly as Ofcom recently ranked us joint first for overall customer satisfaction for mobile operators.

“We are committed to offering the best customer service experience we can and make continual improvements in this area through our employee training programme, customer feedback reviews and our investment in technology.”

Internet service provider TalkTalk, which also runs an MVNO, came top of the poll with 26 per cent of the vote, to receive Money Mail’s “Wooden Spoon” award.

It is the second year in a row the company has been ranked worst for customer service in the poll.

TalkTalk CEO Dido Harding acknowledged to Money Mail that TalkTalk’s customer service was still “not good enough”.

“I apologise to those we have let down,” she told the website. “We are working very hard on improvements for all customers.”

However, she added that Ofcom had recognised improvements in TalkTalk’s performance over the last year.

Virgin Media, another company that runs an MVNO, came fourth in the poll with 10 per cent of the vote.

Virgin consistently performs poorly in Mobile News‘ own Mystery Caller assessment of customer service on mobile operators’ call centre support and sales lines.

The other organisations shortlisted were Her Majesty’s Revenue and Customs, Santander, Ryanair, Lloyds Banking Group and NPower.