Editor | 27-11-2011

UK pay-TV providers rank only below mobile operators when it comes to customer service level satisfaction a new survey by Ofcom has revealed.

Carried out by Gfk on behalf of the UK’s broadcast and telecoms regulator, the survey showed that providers of landline, fixed broadband, mobile and pay-TV services continue to provide a reasonably satisfactory contact experience in the majority of cases.
Just over two-thirds (68%) of pay-TV customers expressed satisfaction with their service, comparing well to the other main services, namely fixed broadband (58%) and landline (61%) and mobile (69%), with Ofcom suggesting that this was likely to the lower proportion of complaints in the mobile and pay-TV sectors, as there is typically more dissatisfaction with complaint resolution. The survey did note that dissatisfaction has increased in the pay-TV and mobile sectors since 2009.
Compared with the last investigation in February 2011, fewer pay-TV customers had made only telephone contact with a service provider, a decrease from 75% to 69%, and more had made contact mainly via email, up to 4% compared with 2% in Feb 2011.
In terms of individual providers, satisfaction with Sky’s customer service is above the market average with overall satisfaction with Sky increasing since 2009, as have ratings of Sky advisers on all attributes. However, Virgin Media’s advisers tended to perform below average and the company was also were rated below average on clarity of information and willingness to resolve the issue, and dissatisfaction with customer service has increased since 2009.
The same proportion, 23%, of customers for both of the pay-TV big two hadcontacted their respective pay-TV provider about an issue in the last three months. By far the main reason for contacting pay TV providers was to change package or service. Next most typical reasons for contact were to arrange an engineer visit or to discuss the time taken to repair a fault.