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Ofcom report shows increasing satisfaction with mobile reception, fall in complaints

Jasper Hart
April 30, 2019

The report also examined performances of landline and broadband operatorsThe number of mobile customers’ satisfaction with their service has increased on last year, according to a new report published today by Ofcom.

The telecoms regulator’s report, “Choosing the best broadband, mobile and landline provider”, found that 93 per cent of mobile customers were satisfied with their overall service in 2018, an increase on 91 per cent in last year’s report.

Ofcom interviewed customers of the following networks: EE, giffgaff, O2, Tesco Mobile, Three, Virgin Mobile and Vodafone.

Ofcom also found that satisfaction with mobile reception increased from 84 per cent to 87 per cent, and the number of complaints to Ofcom per 100,000 subscribers fell from 20 to 17. The operator with the highest percentage of overall satisfied customers was giffgaff with 96 per cent, while 96 per cent of Virgin Mobile customers were most satisfied with its reception.

However, 51 per cent of customers who made a complaint about their mobile phone service or supplier reported that it had been completely resolved, a drop from 54 per cent in 2017.

Satisfaction with the operators’ complaints handling remained in line with 2017 at 54 per cent on average.

The report also looked at broadband and landline providers. EE broadband had the highest percentage of satisfied customers at 87 per cent, while TalkTalk had the fewest, with 79 per cent.

This was reflected in terms of landline as well, where 90 per cent of EE customers were satisfied, compared to 81 per cent of TalkTalk customers.

Ofcom consumer group director Lindsey Fussell said: “Shabby service can be more than just frustrating; it can have a big impact on people and small businesses who rely on being connected.

“When you’re shopping around for a phone or broadband service, quality can be just as important as price. This information can help buyers make the right decision.”

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