Quality of Customer Service Report 2015


Ofcom (Office of Communications) is the regulator for the UK communications industries, with responsibilities across television, radio, fixed line and mobile telecommunications, postal services and radio spectrum. Ofcom’s primary duty under section 3(1) of the Communications Act 2003 (the “Act”) in carrying out its functions is to further the interests of UK citizens in relation to communications matters and to further the interests of consumers in relevant markets, where appropriate by promoting competition.

Since 2009 Ofcom has conducted research to quantify levels of satisfaction with customer service for the main communications providers in the UK (defined as those providers with a market share of 4% or more within a sector). This research enables Ofcom to monitor the customer service experience, understand whether this varies by the type of issue being dealt with, and to evaluate changes over time by market and provider.

This report shows the results of the seventh wave of the research concerning the quality of customer services offered to customers of fixed line, broadband, mobile, and pay TV providers.
As with the previous waves of this research, this report details consumers’ views based on their most recent contact with their provider within the three months prior to the interview. For this latest wave (with interviewing conducted in October 2015) the period relating to customer service experience was approximately July to September 2015.

Reports from the previous six waves of the research are available on Ofcom’s website.