Customer satisfaction with the telecommunications and media sector remains low

1st Nov 2018

Average customer satisfaction for the telecommunications and media sector remains well below the UK average in the latest UK Customer Satisfaction Index, published by The Institute of Customer Service. 

A score of 74.3 out of 100 in the July 2018 index is 3.6 points lower than the UK all-sector average of 77.9, and means that telecommunications and media is ranked twelfth out of 13 sectors, despite a 0.3 point improvement on its July score. 

Customers rate the sector lower than average in almost all areas (out of more than 30 metrics of customer satisfaction). 

Satisfaction for telephone and in-person experiences has improved, however satisfaction with website and email experiences is lower than a year previously.

18% of customers experienced a problem in the three months preceding the UKSCI survey. This figure is above the all-sector average of 12.8% and higher than every other sector except transport. 

Although satisfaction with complaints handling and with the final outcome of complaints rose slightly since July 2017 (standing at 5.2 and 5.6 (out of 10) respectively), both are lower than the UK all sector average scores. 

Six organisations scored below the sector average. Tesco Mobile was the highest scoring organisation with a score of 84.5. Alongside Tesco mobile, three other companies – O2, Three and gifgaff – have each received a UKCSI score at least one point above the sector average in every UKCSI since July 2015.

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