O2 loses position after 13 consecutive quarters in Ofcom’s Q1 customer complaints report, while EE still tops the list
Three has replaced O2 as the operator that has been complained the least about by customers to Ofcom, after the latter had held the position for 13 consecutive quarters.
In Q1, Ofcom said Three generated the fewest mobile contract complaints, with a score of 0.04 per 1,000 customers. It was the first time it had achieved this position since the telecoms regulator began publishing complaints data in April 2011.
Three director of customer services Rocky Atkins said: “We have gone from worst to best in two years by focusing on customer experience in every part of our business. We’ve improved our network and our operational capability, we’ve changed policies to make them more customer-friendly, and we’ve really stepped up our game in all customer-facing channels.”
O2 achieved the same score in the report, but Ofcom said this was rounded off to a higher decimal point in more detailed scoring.
EE remained the most complained about network with a score of 0.12 complaints per 1,000 customers – twice the industry average of 0.06. Ofcom said this was driven by issues related to complaints handling, billing and changing provider.
Virgin Mobile was also above the industry average in generating 0.07 complaints per 1,000 customers but Vodafone was below this line with a score of 0.05 complaints per 1,000 customers.