Archive for the ‘customer service’ tag
Ofcom decided to punish Three UK for not complying with rules on handling complaints.
The British telecoms watchdog launched a monitoring and enforcement programme some time ago. Ofcom’s initiative’s goal is to watch over how customer complaints are being dealt by operators. Recently, we have learned that they had their first success after investigating Three UK.
The regulator found some issues in Three’s complaint handling processes. As it turned out some complaints weren’t resolved in a fair and timely manner. The main offence was that some customer cases were closed even though they weren’t properly dealt with. Other problems involved situations when customer calls were not registered in the system and as a result they weren’t treated according to the operator’s complaint handling process. Ofcom was also dissatisfied that Three’s customers weren’t aware that they could try to fight for their rights through alternative dispute resolution (ADR). Three UK is obliged by the law to inform their customers that such scheme as ADR exists. Alternative dispute resolution is part of consumer protection policy and it is a free-of-charge method of referring a complaint that couldn’t be resolved to an independent body that could give an objective ruling.
Ofcom decided to fine Three UK £250,000 for non-compliance with approved Code of Practice for complaints handling. The watchdog also acknowledges that Three UK ensured that its complaint handling process will be in line with the legal requirements.
Claudio Pollack, Ofcom’s Consumer and Content Group Director, commented on this situation saying “When things go wrong, customers are not only entitled to complain to their provider, but must have confidence that their complaint will be dealt with fairly.That’s why we impose strict rules on providers on how they must handle complaints.We treat any failure to follow these rules very seriously”.
After more than 3 years of dominance O2 was dethroned by Three UK as the 3G operator became the least complained about operator in Q1 2014. Most customer-friendly operator
The research conducted by Ofcom checks which operator receives the most and the least complaints from let-down customers. For very long O2 could boast having the title of least complaint about operator in the UK, however, for the first time ever Three UK has overtaken O2. The 3G operator scored 0.04 complaints per 1,000 customers and it’s their best result so far.
If you look into the past we can see that in the span of two years, Three UK improved its customer service greatly as their result from 2012 was almost 0.20. However, there is a general trend in the industry to provide better services and treat customers respectfully so that they are satisfied. The industry average lowered from 0.14 to 0.06 in just 24 months.
The last place in the ranking for some time has been occupied by EE with 0.12 complaints per 1,000 customers. Ofcom explains that those unsatisfied customers usually had problems with changing provider, billing and how their issues were handled. Obviously, the high score of EE may be attributed to the fact that Ofcom counts together complaints related to T-Mobile, Orange and 4GEE.
At the end of last month Ofcom posted its survey on customer service satisfaction among British. The survey investigated landline, broadband and mobile phone operators. In the mobile phone section only the main operators were included plus Virgin Mobile. The results show that MNOs have customer service that is better than in the case of broadband and landline companies. Ofcom’s results show that the main reason behind contacting customer service was either change of package or services. O2 and Orange found themselves on the top of the list with both getting 72% satisfaction rate and only 10% of negative answers. However, Ofcom put O2 on the first spot, because according to the respondents the quality of advisors was better and customers were satisfied with the help. The last in the ranking is Three UK as it got 60% satisfaction rate, but was overtaken by only 2% as Virgin Mobile got 62%. Ofcom explains that poor satisfaction level with Three UK customer service was mainly caused by mobile coverage issues that lead to 19% of dissatisfaction with its call centre.