Consumers compare quality of service

New information is available to help residential and business consumers compare the quality of service of fixed-line telephone companies.

The latest CPIs (Comparable Performance Indicators), published in May, provide consumers with information about quality of service, for example:

• whether orders were completed by the date promised;
• the number of faults reported on each network;
• whether faults were repaired within the promised time;
• complaint handling;
• billing accuracy; and
• customer satisfaction.

The CPI leaflet How well did your telephone company do? compares results for residential consumers of BT, Eurobell Telewest, Kingston, ntl, Telewest Broadband and Thus. The leaflet is available at local libraries across the UK. A more comprehensive electronic publication can be found at www.cpi.org.uk, along with a version for business consumers.

Companies taking part in the business version include BT, Cable and Wireless, Colt, Energis, Eurobell Telewest, Kingston Communications, Kingston inbusiness, ntl Business, Telewest Business, Thus, WorldCom, and Your Communications.

For more information, contact Chris Smithers (tel: 020 7634 8876/ e-mail: chris.smithers@oftel.gov.uk).