Ofcom report: customer service at a crossroads

22nd Sep 2015

“The Telecoms sector is at a critical crossroads in terms of the level of customer service it delivers. Only one sector in the UK, the utilities industry, currently has lower levels of customer satisfaction, and this gap has narrowed significantly over the past 12 months, according to the latest UK Customer Satisfaction Index (UKCSI).

"The ways in which companies from the sector are handling complaints has played a big role in the latest standings. Many customers have cited the slow pace of complaint resolution as a major frustration, a trait that, if not ironed out, could lead to serious reputational damage for companies. Of the telecoms customers who have experienced a problem, 59 percent would tell others about their issues, making it critical that businesses within the sector strengthen their focus on customer service and, in particular, complaint handling. It will not be easy though and this change in approach must come from the top of an organisation in order to have a real impact.

"Alongside other industries, such as utilities and banking, telecoms businesses must recognise that brands now operate in a relationship economy. Customers want a two-way conversation not a corporate monologue, something which businesses from the telecoms sector must grasp if they are to avoid a long-term downturn in levels of customer satisfaction and a consequent drop in market share.”


Notes to editors

For further information please contact:
Nathan Field / Michael Creane / Tom Ingoldby

E: [email protected]

T:  020 7680 5500


About the Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 400 organisational members – from the private, public and third sectors – and over 5,000 individual memberships.  For more information about the Institute of Customer Service go to: www.instituteofcustomerservice.com

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