Comparing Customer Service Levels in Telecoms

This report is Ofcom’s eighth analysis of customer service levels for residential customers in the UK telecoms industry, focusing on mobile, home broadband, and landline services. It compares customer satisfaction levels from 2024 with those from 2022 and 2023, providing insights into customer experiences and service quality. The report indicates that most customers were satisfied with their services, with mobile customers showing the highest satisfaction at 88%. It also highlights improvements in complaints handling satisfaction across all services compared to previous years. The report details average call waiting times, call abandonment rates, and the number of complaints made to Ofcom, revealing trends and performance metrics for various providers. Additionally, it discusses the automatic compensation scheme and its impact on customer satisfaction. The findings are supported by data collected through customer research trackers and provider performance metrics, aiming to inform consumer choices and encourage service improvements among telecom providers.