2025英国移动电话、家庭宽带与固定电话客户服务比较

Mobile, home broadband and landline Published 22 May 2025 Contents Section Overview................................................................................................................................. 3Mobile customer service......................................................................................................... 7Broadband customer service ................................................................................................ 15Landline customer service..................................................................................................... 21Comparison with other sectors............................................................................................. 27 Annex Annex 1: Customer research source details .......................................................................... 36 Overview This is Ofcom’s eighth report on how customer service levels for residential customers compareacross the telecoms industry. We publish it to help people make informed decisions about whichprovider is best for them and to incentivise the UK’s main mobile, home broadband and landline This report covers customer service levels and experiences for residential telecoms customers in2024, and compares them with levels in 2022 and/or 2023. The quality of service a customer expects to receive upon purchasing a mobile, home broadbandand/or landline service is only one of several factors that drive customer purchasing decisions. Theavailability of services, and the price, can also influence both the type of service purchased and theprovider chosen. Ofcom hasaccredited several online price comparison siteswhich provideinformation on prices for mobile, home broadband and landline products. We plan to relaunch our The findings in this report are accompanied by aninteractive report, which contains furtherinformation on how providers compare across all the datasets collected for this report. Data tablesfor the three market research trackers that the report uses can be found in theOfcom Statistical What we have found – in brief Most mobile, broadband and landline customers were satisfied with their service in 2024, withonly a small minority dissatisfied, and overall satisfaction remained high and consistent with 2022 •Mobile customers were the most likely to be satisfied with their overall service from theirprovider, with 88% saying they were satisfied and only 4% saying they were dissatisfied. Incomparison, 84% of broadband customers and 73% of landline customers were satisfied with •giffgaff and Tesco Mobile customers had higher than average satisfaction with their mobileservice overall (both 94%), while O2 and Vodafone customers had lower than average •Plusnet customers had higher than average satisfaction for both broadband and landlineservices (91% and 83% respectively). TalkTalk customers had lower than average satisfaction forbroadband (77%). As in 2022, Virgin Media customers had lower than average satisfaction with •When comparing overall satisfaction with communications services with the banking and energysectors, mobile customers’ satisfaction was in line with that of banking customers when askedabout their main bank account (both at 88%) and was higher than broadband (84%), electricity Overall satisfaction with complaints handling increased significantly among mobile, broadbandand landline customers in 2024 compared to 2022 •Satisfaction with complaints handling for mobile (61%), broadband (58%) and landline (60%)were all significantly higher in 2024 than in 2022, when satisfaction levels were just over 50% for all three services. While providers need to continue improving, this is encouraging. Ofcom haspreviously called for providers to improve their performance and put customers at the heart oftheir business and has engaged with providers where issues have been identified through our •Increased satisfaction levels with broadband and landline complaints handling between 2022and 2024 were driven by a lower proportion of customers reporting having a ‘neutral’ •Tesco Mobile and Lebara for mobile (both 68%), EE for broadband (66%) and Vodafone forlandline (67%) had the highest overall levels of satisfaction with complaints handling, whileThree for mobile (51%), Virgin Media for broadband (53%) and TalkTalk for landline (55%) had •Encouragingly, the proportion of respondents whose complaint was completely resolved uponfirst contact with their provider has increased compared to 2022 across all sectors, up from However, the proportion of customers saying they had a reason to complain was higher in 2024than in 2022 for mobile and home broadband customers •Fourteen per cent of mobile customers and 23% of broadband customers said they had a reasonto complain about their service or provider in 2024, both figures higher than in 2022 (12% and Average call waiting times for mobile, home broadband and landline customers were about twominutes in 2024, with t