UK customer satisfaction levels for pay TV services are higher than that for broadband and mobile services, and Sky is well ahead of its pure telecom rivals in achieving high levels of customers satisfaction, according to the latest study by Ofcom.
According to the regulator’s latest research, customer service satisfaction is highest in the pay TV market where it has now reached 80%, an increase of 14 percentage points since Ofcom began monitoring customer service performance in 2009. Satisfaction achieved among customers with a pay TV complaint has increased to 68% in 2014, up 19 percentage points since 2011.
According to the survey, levels of overall satisfaction are lower for both landline and broadband than for pay TV, with only 67% of landline customers and 69% of broadband customers rating the customer service as satisfactory. Customer satisfaction among those with a complaint has however increased within both sectors, now standing at 52% for broadband and 53% for landline.
Some 73% of mobile customers are satisfied with their service, comparable with previous years. However, satisfaction among those customers with a complaint has increased by 13 percentage points since 2011, to 59%.
Among TV providers, Sky and Virgin Media achieved similar satisfaction levels of 81% and 78% respectively, with the sector average of 80% up slightly on the 77% achieved in 2013 and up considerably on the 66% achieved in 2009.
Virgin Media achieved strong growth in satisfaction in broadband services, with a score of 76%, up from 71% last year.
Sky also achieved a high satisfaction rating of 75%, up from 71%. Other service providers fared less well, with BT’s satisfaction score falling from 63% to 60% and TalkTalk’s flat at 62%.
Sky recorded the best customer satisfaction for landline telephony services and was the only landline provider to increase its overall customer service satisfaction score last year, rising 10 percentage points to 79%, higher than the sector average of 67%.