Cable.co.uk comments on Ofcom service quality report
- Latest report reveal the service quality of telecoms providers
- Report shows how providers compare on call waiting, complaints handling and reliability
- New interactive checker for customers
Wednesday, 12 April 2017: Customers are able to use the interactive checker to compare how providers rate when answering their calls, handling complains and general reliability of their services. Original Ofcom report can be found here.
The data from the report has been assessed from an accumulation of consumer research and complaints figures and statistics which were obtained directly for providers publications.
Findings show that on an average, landline telephone and broadband customers had to wait over twice as long to speak to a customer services advisor than mobile customers.
Commenting on the findings Dan Howdle, consumer telecoms analyst at Ofcom-accredited broadband advice site Cable.co.uk, says:
“Our own consumer research shows that the thing broadband, TV and mobile customers care about the most is price, or rather ‘value’ – how much you pay versus how much you get.”
“Service quality, however, becomes the most important factor when something goes wrong, and since the average consumer tends to make purchasing decisions in the belief that nothing will, it remains to be seen whether increasing access to service quality information will have any effect on what people ultimately buy.”
“Either way it is a positive move to put such information at consumers’ fingertips.”
Notes to editors
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Dan Howdle has been plugged into the attitudes of UK broadband, TV and mobile customers for over two decades, running research fieldwork both nationally and internationally on behalf of the biggest players in the industry. Dan is now consumer telecoms analyst at Cable, as well as more formally operating in the role of its Director of Communications and Content.
An experienced broadcaster, commentator and writer, Dan has appeared on BBC TV and radio, ITV, Sky and in the national papers. Dan has advised Ofcom on issues surrounding service quality, administered Cable’s Broadband Service Quality Awards and sat on the panel of judges for the Internet Service Providers Association annual awards.