Vodafone has yet again taken the crown of the most complained about mobile operator for the seventh consecutive quarter.
Ofcom published its most recent ‘Telecoms and Pay TV Complaints’ report today (September 28) for the three months between April and June this year. It revealed that Vodafone had received 23 complaints per 100,000 customers.
Despite being bottom, it is a notable improvement from the last quarter, where it had received 29 complaints per 100,000. This was also a drop from 32 complaints per 100,000 for the quarter before.
Tesco was the least complained about company, with one complaint per 100,000. It was followed by O2 (two complaints), Three (three), Virgin Mobile (four), EE (four) and Vodafone MVNO Talk Mobile (eight).
Ofcom consumer group director Lindsey Fussell said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.
“Consumers have a right to expect good service and will rightfully complain when that standard isn’t met. If companies do fall short, we will step in and investigate, which can lead to significant fines.”
Vodafone had exclusively revealed to Mobile News in June that it was spending an additional £15 million this year on improving its back office customer service issues.
A Vodafone spokesperson said: “This report highlights the continued improvement in our customer services delivery since the beginning of the year, with another 20 per cent drop in the number of complaints to Ofcom.
“Our own data shows that trend accelerating since the end of June, due to the huge investment we have made in additional UK call centre resources, better training and implementing numerous specific improvements to our systems: all with the objective of improving our customers’ experience overall.
“This has already led to a fall in customer complaints by over 35 pert cent, contributing to more than 21,000 fewer calls into our call centres each week. But we aren’t satisfied by that so we are continuing to work hard and invest significantly to improve our customers’ experience further.”
Broadband
BT had been the most complained about broadband company with 26 per 100,000. It was followed by Plusnet (23), EE (21) and TalkTalk (21). Sky was the least complained about with just five per 100,000. Virgin Media came second with seven per 100,000.
