Quality of customer service

21 July 2011

Ofcom (Office of Communications) is the regulator for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.

In October 2009, Ofcom commissioned a study to understand the quality of service offered to customers of broadband, mobile, fixed line and pay TV providers. This involved research to understand satisfaction with the quality of service that customers receive from their providers. The results of this research were published in the July 2010 Quality of Service document

In order to track supplier performance and measure any change in performance, GfK was commissioned to conduct a second wave of the research in February 2011. The results are shared in this report, and reflect consumers views based on their most recent contact with their provider in the last three months (i.e. approximately mid November 2010 to mid February 2011).

Full report

Quality of customer service PDF, 507.7 KB