Ofcom calls for customer service improvements

In advance of the introduction of new rules on handling customer complaints which come into effect from 22 July, Ofcom has recently announced the results of a customer service review. This has revealed that satisfaction levels are lower for those receiving landline and broadband services as opposed to mobile and pay TV services.

Whilst the report revealed that some aspects of customer service are improving, it reported that overall satisfaction levels continue to fall. Although the survey concentrated on the four major providers, BT, Sky, Talk Talk and Virgin, the results are significant for all those who are looking to set up a new phone service or to switch provider.

Of those surveyed although between 13% and 18% had contacted their provider within the past three months, between 23% and 31% of these contacts were as a result of a complaint. Poor line quality topped the complaint list with bill queries coming in a close second. Interestingly this difference in types of complaint was inversely reflected in the resolution statistics with line faults and quality generally being more likely to be fully resolved than bill queries. However, neither received particularly high scores with the best result for the complaint being fully resolved still only coming in at 63%.

One of the interesting statistics from the survey was that over 60% of customers still prefer to contact companies solely via telephone compared with the 6% contacting only via e-mail. There was also a strong correlation between customer service satisfaction levels and customer loyalty.

Although the report concentrated on the largest providers, it does have ramifications for the rest of the industry. Callagenix, for example, prides itself on providing a high level of customer satisfaction and regularly surveys its own customers to ensure that high levels of satisfaction are maintained. In addition, we constantly monitor the services provided to our clients and are often aware of a problem and taking action before our customers notice it.

When it comes to pricing our clients have a wide choice of packages and can add on or change features as required. This flexibility helps our clients to only pay for the services that they need, whether they be VoIP telephones, international numbers, virtual switchboard, call recording or any of our other services. Because we are so convinced that you will be happy with the Callagenix telephony services we offer them on a on a pay as you go basis.

The new rules on handling customer complaints include complaint procedures being clearly displayed on paper bills and consumers being able to take their complaint to an independent tribunal after 8 weeks. Ofcom intend to review progress in 12 months time and in the meantime we will continue to strive to provide our clients with high quality service.