Quality of Customer Service Annual Report 2014

Since 2009 Ofcom has conducted research to quantify levels of satisfaction with customer service with providers in each of the fixed-line, broadband, mobile and pay-tv markets. This research enables Ofcom to monitor the customer service experience, understand whether it varies by the type of issue being dealt with, and evaluate changes over time by market and provider.

The 2014 report shows the results of the sixth wave of research concerning the quality of customer services offered to customers of fixed-line, broadband, mobile and pay-TV providers.