Customer service

04 October 2016

Since 2009 Ofcom has carried out research to quantify levels of satisfaction with customer service from providers in each of the fixed-line, broadband, mobile and pay-TV markets. This research enables Ofcom to monitor the customer service experience, to understand whether it varies by the type of issue being dealt with, and to evaluate changes over time, by market and by provider.


Quality of Customer Service Report 2015 (PDF, 962.3 KB)


Quality of Customer Service Report 2014 (PDF, 1.5 MB)

2014 omnibus survey (PDF, 878.4 KB)

2014 online survey (PDF, 4.6 MB)


Quality of Customer Service Report 2013 (PDF, 735.7 KB)

2013 omnibus survey (PDF, 5.4 MB)

2013 online survey (PDF, 625.3 KB)


Quality of Customer Service Report 2012 (PDF, 491.2 KB)


Quality of Customer Service Report 2011 (PDF, 507.7 KB)

2011 omnibus survey (PDF, 2.6 MB)


Quality of Customer Service Report 2010 (PDF, 382.5 KB)


Quality of Customer Service Report 2009 (PDF, 369.8 KB)

The Consumer Experience 2009 - Evaluation Report 09 (PDF, 913.9 KB)