The communications industry is no doubt one of the most growing industries, therefore, the need for keeping up with the demands of customers becomes imminent. However sometimes in the game of completion and ROI, companies tend to forget about the most important facet of business; customers. Ofcom recently released their survey results regarding customer satisfaction in broadband and mobile services.
According to the survey, 13% of the customers are dissatisfied with the services and they also have the least chances to recommend the same services to their friends and relatives, but 83% of them are completely satisfied. TalkTalk is one such company whose scores are pretty low even below the average scores as the customers say that the services are not satisfactory, the problems are not resolved and even if resolved then also the problems persisted. BBC too pointed out that there is a problem which TalkTalk cannot ignore.
Plusnet is also one of the companies facing dissatisfied customer problem especially after they launched a new system for billing. Almost half of the customer said that they are not happy with the customer’s services provided to them after filing a complaint.
When it comes to mobile services the Ofcom customers are pretty happy as 93% is the satisfied lot and only 3% seemed unsatisfied, and that too may be because of the contract they are under and thus cannot leave leading to their unhappiness.
Tesco and GiffGaff being one of the frontrunners too have a good number of people who are satisfied with their services and also are likely to tell their friends and families about the services. Sky mobile also did well as a newcomer as there are very fewer complaints in its name.
The overall number of complaints regarding mobile services is low by almost 15% whereas the broadband complaints fell by 23%. The Sky is the only company with the least number of complaints regarding their landline services, mobile services, broadband services, and pay-TV.
The main thing is that people will not look for cheaper rates and great offers, they also want better customers services under which company will promptly act after any kind of complaint and solve the issue properly so that it does not repeat in near future.
As mentioned by the chief executive of ombudsman services Matthew Vickers, the customers look for good services and of the complaint is not resolved even after eight weeks then they will investigate. Regulators are also looking forward to working with the communications company to work out various ways to find customer solutions and improve the overall quality of services.
Future of communication problems
The main thing that is pointed out is that companies are not paying attention to the route through which customers will reach out to the service providers. They either do not have proper email address mentioned or there is no particular contact number. Some say that even the process of putting up a customer complaint is a lot or work and that one has to do a lot of things before their complaint gets registered.