Numbers up: Best and worst telecoms customer service revealed

May 18th '23

Customers can find out which phone and broadband providers take the longest to answer their calls, as Office of Communications (Ofcom) publishes its latest report into customer service levels across the telecoms industry.


  • Ofcom publishes latest telecoms league tables revealing top customer bugbears
  • Call waiting times vary significantly, with some firms still struggling to bring them down
  • Only around half of mobile, broadband and landline customers who made a complaint to their provider in 2022 were satisfied with how it was handled.


Ofcom’s seventh annual comparing customer service report paints a mixed picture of how providers performed in 2022.


It reveals that people were more likely to be satisfied with their mobile provider (87%) than their broadband (82%) or landline company (77%). And while average numbers of overall complaints to Ofcom fell year-on-year, there are clear areas where the industry needs to improve, particularly around call waiting times and complaints handling.


Read full article, here.


Source: Ofcom


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