Telecom industry has drastically changed globally in the past few years. UK telecom services do not remain unaffected by the trend and they are similarly expanding by leaps and bounds. The objective of any brand is to grow its business, services and profitability. TalkTalk Telecom group since the past decade has done considerably well in terms of expanding their business and profits but there is a little dissatisfaction on the customer service front. The group provides pay television, internet access, telecommunications services and mobile network services to business enterprises and a vast number of independent customers.
Telecoms watchdog reveals it all
The recent analysis in UK’s telecom sector revealed that broadband customer service of TalkTalk services is quite below average satisfaction. The customer complaint is very less likely to be resolved on the first contact. That is surely something the group should be concerned about and needs to work on. The annual customer satisfaction survey named TalkTalk as the provider with the least customer satisfaction. The company showed distress on the results revealed but they encouraged Ofcom’s data as it showed an increase in the number of complaints registered than prior years. Though disappointed by the customer service, one thing that the TalkTalk is proud about is that the quantity of customers in current times is expanding. Other company data were also revealed in the analysis comparing the last quarter of 2018 with the first quarter of 2019. BT company broadband customers are pretty much satisfied with the customer service and around 83 per cent satisfaction was revealed in comparison to 80 per cent the previous quarter. It also replaced Virgin Media as far as complaints on pay TV provider are concerned. When it comes to mobile customer complaints, the highest was shared with Vodafone. The customers of Vodafone also were not as satisfied as they were the previous quarter. Virgin Mobile also saw below average satisfaction on the customer complaint front.
Customer complaints and their impact
On reviewing on these telecom companies, it was found that the main reason for customer complaints revolve on below three issues:
- a) Billing
- b) Pricing
- c) Complaints handling
Not to mention, these issues are significant to be worked on. All the three providers have received complaints, but only half of these were actually satisfactory. Complaints by the mobile providers were better handled but on the broadband complaints, the satisfaction level fell by 23 per cent when compared with last year. Telecom watchdog has reported that the discreditable services will certainly have a big impact on people and businesses connected with these firms. The quality of services provided by any company has an equal impact on the consumer’s mindset as the prices of mobile and broadband services. This is no hidden fact that the consumer depends on the quality of complaint handling and once these services are appropriately provided, the company certainly loses an edge.
The review was of the first quarter and hopefully these companies will work on the data provided.