UKCSI Telecommunications & Media Sector Report - January 2017

A national measure of customer satisfaction in the Telecommunications & Media sector. It measures over 30 measures of the customer experience in 13 organisations.

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UKCSI Telecommunications & Media Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Telecommunications & Media Sector Report provides a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the Telecommunications & Media sector has improved but it remains the lowest ranked sector. Telecommunications & Media is the most improved sector for “right first time” experiences, though it remains the sector with the lowest reports of right first time.  

6 of the 13 telecommunications & media sector organisations have improved by one point or more since January 2016. The top performing organisation is still Giffgaff and EE has seen the biggest growth in customer satisfaction compared to January 2016. 

Virgin Mobile features in the UKCSI for the first time.

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.