Ofcom releases results of customer complaints survey

Date: 21/12/2011

Companies hoping to boost their customer satisfaction by implementing 0800 phone numbers at call centres may want to follow Virgin Media's example.

In its latest complaints data report, Ofcom has revealed the telecoms organisation received the least amount of criticism compared with other major providers.

For the fourth quarter in a row, Virgin Media received the fewest complaints, with just 0.19 per 1,000 customers.

Meanwhile, TalkTalk Group had the most grievances between July and September with 0.77 per 1,000 customers.

This is said to have been largely down to issues with billing and customer service.

The other two companies to be rated - BT Retail and BSkyB - were ranked second and third respectively in the chart, with the organisations receiving 0.29 and 0.28 complaints per 1,000 customers. 

Organisations may be inspired to improve their client call handling, as the report displays how efficient management of consumer queries can boost a company's perceived performance.