UK Customer Satisfaction Index: most telecoms providers fail to make top 50

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19th July 2018 12:49 - Telecommunications

UK Customer Satisfaction Index- most telecoms providers fail to make top 50: Telecoms companies have fared poorly in the recently published UK Customer Satisfaction Index, which looks at the state of customer satisfaction across a range of sectors across the UK.

Amazon.co.uk topped the Institute of Customer Service list with a customer satisfaction score of 86.7, with John Lewis and Next just a little behind with scores of 86.5 and 86.1 respectively.

The only Telecoms company to make the top 10 was Tesco Mobile with a rating of 84.5 followed by giffgaff, right down the chart ranking in 44th place with a score of 81.4.

Other well-known providers including Vodafone, Talk Talk, Virgin Media, O2, EE, BT, Plusnet, Sky Broadband and Three UK failed to make the top 50. Overall, the Telecoms and Media sector was ranked second from bottom of the index with a score of just 74.43 out of a possible 100. This year's rating is just marginally better than in 2017 when the score was 74.13.

Survey findings revealed that Telecoms customers felt that reaching the correct person to speak to at their Telecoms provider should be easier with 32% saying they found this an issue. Just under a quarter (24%) said that website navigation needed to improve, and 21% felt that the billing process could be better.

The most satisfied customers were from the retail sector (non-food), which topped the charts with a rating of 82.1, closely followed retail (food) with a score of 81.2.



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