Quality of customer service: annual reports

04 October 2016

This research enables Ofcom to monitor the customer service experience, understand whether this varies by the type of issue being dealt with, and to evaluate changes over time by market and provider.


Quality of Customer Service Report 2015 PDF, 962.3 KB


Quality of Customer Service Annual Report 2014

Quality of Customer Service 2014 PDF, 1.5 MB

2014 omnibus survey PDF, 878.4 KB

2014 online survey PDF, 4.6 MB


Quality of Customer Service Annual Report 2013

The 2013 report PDF, 735.7 KB

2013 omnibus survey PDF, 5.4 MB

2013 online survey PDF, 625.3 KB


Quality of Customer Service Annual Report 2012 PDF, 491.2 KB


Quality of Customer Service Annual Report 2011

2011 omnibus survey PDF, 2.6 MB

The 2011 report PDF, 507.7 KB


Quality of Customer Service Annual Report 2010 PDF, 382.5 KB


Quality of Customer Service Annual Report 2009

The 2009 report PDF, 369.8 KB

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