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    Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study

    This is a discussion on Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study within the Sky news and announcements forums, part of the SkyUser Announcements category; Sky and Virgin Media Top Ofcom The United Kingdom’s communications regulator, Ofcom , has today published their annual study of ...

    1. #1
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      Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study

      Sky and Virgin Media Top Ofcom
      The United Kingdom’s communications regulator, Ofcom, has today published their annual study of consumer satisfaction with fixed line broadband, phone, pay TV and mobile providers, which is based on feedback received from around 6,000 consumers who were interviewed as part of the research. Overall it’s good news for Sky Broadband and Virgin Media, but less so for the others.

      As usual Ofcom’s survey, which noted that overall satisfaction with fixed line phone and broadband services had increase ever so slightly, only examined the markets largest 4 – 6 providers and is thus not a full reflection of the industry. However we are a little disappointed to see that TalkTalk and BT weren’t included in the table of Pay TV providers, which appears to be because of insufficient data (despite both having over 1 million subscribers!)

      Ofcom said the inclusion criteria for this year’s data capture was adjusted. The new criteria specifies that in order to qualify for inclusion in the report, providers need to have at least 4% market share and achieve a minimum sample of 35 respondents at Stage 1 of data collection. BTTV, TalkTalkTV, EE broadband and Tesco Mobile were excluded on the basis that insufficient sample was achieved at Stage 1.

      Never the less it’s worth taking a look, not least since most consumers tend to pick from the big boys club.

      Overall satisfaction with customer service by landline provider

      2009 2013 2014
      BT 55% 63% 61%
      TalkTalk 57% 66% 62%
      Sky Broadband 67% 69% 79%
      Virgin Media 61% 74% 72%
      Sector Average 58% 66% 67%

      Amazingly Sky was the only landline provider to have increased its overall customer service satisfaction score since 2013 (up 10 percentage points), which puts them well above the rest with Virgin Media closest on 72%. Ofcom’s separate consumer complaints report also tends to highlight Sky and Virgin as receiving the fewest broadband and phone gripes. Meanwhile TalkTalk seems to have gone downhill again.

      Overall satisfaction with customer service by fixed broadband provider

      2009 2013 2014
      BT 61% 63% 60%
      Sky Broadband 63% 71% 75%
      TalkTalk 60% 62% 62%
      Virgin Media 60% 71% 76%
      Sector Average 60% 66% 69%

      Happily both Sky and Virgin saw a big boost on the broadband front, which follows on from their success in the fixed line phone market above, meanwhile TalkTalk was stable and BT went into a small decline. Connection speed was the main reason for broadband customers contacting their ISPs customer services department (19% of contacts).

      Overall satisfaction with customer service by mobile provider

      2009 2013 2014
      Three UK EE
      O2
      Virgin Mobile
      Vodafone
      63% n/a
      73%
      73%
      69%
      74% n/a
      82%
      71%
      77%
      70% 69%
      78%
      76%
      71%
      Sector Average 69% 75% 73%

      Overall satisfaction with customer service by pay TV provider

      2009 2013 2014
      Sky 66% 80% 81%
      Virgin Media 66% 77% 78%
      Sector Average 66% 77% 80%

      It should be noted that the above data is based on feedback from consumers who had contacted their provider between July and September 2014. A full breakdown of the results can be found here.


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    3. #2
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      Re: Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study

      Are Sky and Virgin more willing to "bribe customers"? does this have an effect on customers?

      Seriously, I hope people with "Openreach" issues, have the same issue with their new providers and so won't blame Sky for the previous providers problems.

      Although one issue with some (up to 40mb/s) customers you/I may get is people who signed up a while ago who are getting a M.A.L.S. of ~25Mb/s which is all Openreach are "required" to provide on their line despite the estimated speed of 40Mb/s+.
      Whereas (for instance) their neighbour may sign more recently and get a M.A.L.S. of 36.1Mb/s or another may sign up to the 80/20 service and get the same ****ty download speed of ~24Mb, but still get the improved upload speeds of~20Mbit.

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      Re: Sky and Virgin Media Top Ofcom’s Phone and Broadband Satisfaction Study

      Thankfully Sky, along with CityFibre and TalkTalk, are developing a new FTTP product for York which should launch next year.

      It'll be interesting to see how FTTC customers in York get treated once it does launch.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

     

     

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