A new Ofcom report has revealed the most complained about telecoms providers. The research, which tallied complaints to the regulatory watchdog between October 2010 and February 2011, discovered 3UK, T-Mobile and Orange were the three companies most likely to be complained about in the mobile arena.
On average, Ofcom received over 450 complaints relating to mobile service providers per day, with comments varying from mis-selling to billing errors and customer service problems. However, it was 3UK with 0.15 complaints per 1,000 customers which topped the chart. T-Mobile came second with 0.13 complaints per 1,000 customers, while Orange racked up 0.10 complaints for every 1,000.
Rationalising the release of the data, Ofcom said that the information would give consumers more information when it came to choosing their mobile telecom provider.
Speaking about the statistics, Ofcom’s chief executive, Ed Richards, said:
“Consumers should have access to as much information as possible to allow them to choose between providers and to take full advantage of the competition in the sector. By publishing complaints data Ofcom aims to provide useful information to consumers, and also to give telecoms providers an incentive to improve their customer service.”
Here at numero, we’re always interested to see how companies deal with customer enquiries, particularly across new mediums; a quick search on Twitter found that, while both T-Mobile and Orange dealt with consumer contact via the social network, 3 UK had no presence on the social network. Indeed, a search for ’3 mobile’ on Twitter find a number of users complaining about their service.
Would their customers feel the need to complain to Ofcom if they had the opportunity to contact the company through their preferred medium? Possibly not.
Perhaps if the company had embraced all possible contact channels, it wouldn’t be facing so many customer complaints.