Sky yet again came on top of UK telecom regulator Ofcom’s survey beating its rivals, when it comes to offering the best customer service to its broadband and phone customers, according to the latest figures revealed for 2015.
The quarterly customer satisfaction reports also show cable broadband provider Virgin Media as the second best provider in the UK for excellent customer service both in broadband and phone sectors, followed by BT and Talk’Talk.
In mobile phone sector, O2 beats the other operators in terms of customer support. Virgin Mobile is the second best mobile operator, with much closer satisfaction levels, followed by Vodafone, Three and EE.
Broadband customer service satisfaction (industry average 64% in 2015)
The highest customer satisfaction levels of 80% were reported by Sky broadband customers in 2015 during the survey. It is a 5% jump, when compared to 2014.
Virgin Media broadband customer service saw some downfall from 76% in 2014 to 70% in 2015, despite its second position in the survey.
BT has been just maintaining its average performance at 60% for the last two years.
However, TalkTalk broadband ratings for customer service has not been good, plunging from 62% in 2014 to 53% in 2015.
Plusnet, which is usually marked for good customer support, as well as other providers have not been included in the survey, due to the smaller size of their customer base.
Home Phone customer service satisfaction (industry average 67% in 2015)
Both Sky and Virgin Media saw their high quality customer support did not disappoint their customers in 2015 as well.
Sky landline is on top of the table with 79% of its customers feeling happy for the service in 2015. The ratings for Sky did not change, when compared to 2014.
Virgin Media is also keeping the average customer satisfaction ratings the same at 72% in both 2014 and 2015.
BT has definitely increased the number of happy phone customers in 2015. Its better performance, saw ratings improving from 61% in 2014 to 69% in 2015.
By contrast, TalkTalk home phone saw decline in happy customers from 62% in 2014 to 56% in 2015.
Mobile customer service satisfaction (industry average 72% in 2015)
Both O2 (80%) and Virgin Mobile (78%) seem to have improved customer service in 2015 that helped these operators achieve marginal increase in ratings, when compared to the previous year.
By contrast, all other operators including Vodafone (69%), Three UK (69%) and EE (66%) did not do as good as with customer service in 2014, though, it was around just 2% decline in ratings.
Pay TV customer service satisfaction
In 2015, the top operator Sky continued to to be on top with 72% ratings, despite 3% decline, when compared to the previous year.
However, Virgin Media saw a rise of 4% in 2015 enabling it to achieve 62% with its improved customer support for TV customers.