Ofcom survey reveals customer satisfaction levels

Published on 29 July 2011 by in Customer Service, Latest News

mobile crm Ofcom survey reveals customer satisfaction levels

A new report from independent regulator Ofcom has discovered how satisfied consumers are with the customer service levels of the UK’s ten largest communications providers. The research, which interviewed thousands of individuals, discovered just how successful companies like Vodafone, Orange and O2 were at satisfactorily dealing with the concerns and complains of their customers.

The survey discovered that Orange and T-Mobile were two of the most popular companies in regards to the overall satisfaction of their mobile customers, with both organisations scoring 72 per cent in the survey. Orange, Virgin Media and Vodafone scored 70 per cent, 69 per cent and 69 per cent respectively.

More telling though, the survey also polled how dissatisfied their customers were with the service they received. Vodafone customers were the most unhappy, with 14 per cent saying they were disappointed with the level of customer service, while Virgin Media, Orange and O2 scored 13 per cent, 12 per cent and 11 per cent respectively.

A snap poll on Twitter tells a similar story. A search for the Vodafone UK Twitter account shows that, over a two-hour period, 71 per cent of tweets directed at the official company account were of a negative sentiment. However, O2, who scored the most satisfactory customer service, did not fare much better on Twitter, recording a 69 per cent score in the negative sentiment scale.

twitter sentiment 568x1024 Ofcom survey reveals customer satisfaction levels

Virgin media scored an 84 per cent negative sentiment, while T-Mobile were awarded 44 per cent. Orange had the best sentiment analysis with over 65 per cent of comments being positive in nature.

While these statistics certainly don’t disprove Ofcom’s research, it does paint an interesting picture of how consumers use social media to contact companies. Indeed, our snap poll, which we’ll continue to collect data for over the coming weeks, gives us an insight into the value customers place on their online interaction with brands and how useful a tool it is in the contact funnel if a service is not up to their personal standards.

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