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Author Topic: OFCOM report on customer complaints  (Read 3531 times)

jelv

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OFCOM report on customer complaints
« on: January 19, 2018, 07:44:52 PM »

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kitz

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Re: OFCOM report on customer complaints
« Reply #1 on: January 20, 2018, 12:04:18 PM »

Thanks for that linky.   
It would have been interesting to see a breakdown in complaints for adsl -v- vdsl, but I guess the report wont go into that much depth because then where would you put VM. 

I like how the graphs display some historic data for comparison so that you can see quarterly swings over time.
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renluop

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Re: OFCOM report on customer complaints
« Reply #2 on: January 20, 2018, 12:47:11 PM »

Are these stats just based on complaints received? IMVHO, if they are, their worth is diminished. But then I am probably a stupid old git. ;D
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stevebrass

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Re: OFCOM report on customer complaints
« Reply #3 on: January 20, 2018, 02:46:34 PM »

Not many complaints though is it? 30 in every 100,000. Complaints don’t equal problems of course unless you complain about your problem in a manner that qualifies as an Ofcom complaint.

Be good to see how many complaints were resolved and how quickly.

But to be honest I would say it doesn’t give much consumer data.

Poorly written in parts as well. If data are very similar say so. Don’t say they are comparable. Which reflects consistency of collection/definition not magnitude.
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Dwight

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Re: OFCOM report on customer complaints
« Reply #4 on: January 20, 2018, 06:04:02 PM »

And is this complaints to Ofcom or to the provider?
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ejs

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Re: OFCOM report on customer complaints
« Reply #5 on: January 20, 2018, 06:36:57 PM »

Complaints made to Ofcom.
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renluop

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Re: OFCOM report on customer complaints
« Reply #6 on: January 20, 2018, 07:20:18 PM »

.... and accepted as valid, hopefully; not all.
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ejs

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Re: OFCOM report on customer complaints
« Reply #7 on: January 20, 2018, 08:08:31 PM »

It does say in the report:

Quote
The complaints data reflects the views of consumers as reported to Ofcom and the way
we record them. Ofcom has sought to ensure that its data is sound but has not checked
the veracity of individual complaints.

Maybe TalkTalk attracts customers who like complaining, while Sky attracts a different type of customer.
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Weaver

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Re: OFCOM report on customer complaints
« Reply #8 on: January 20, 2018, 09:37:55 PM »

Kitz, agreed would definitely want to see old ADSL split out compared with FTTC.

I completely misunderstood, thought it was “complaints to the ISP
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renluop

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Re: OFCOM report on customer complaints
« Reply #9 on: January 20, 2018, 10:38:53 PM »

It does say in the report:

Maybe TalkTalk attracts customers who like complaining, while Sky attracts a different type of customer.
Thank you, so the veracity is checked. That's good, yet is checking veracity the same as validity?
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ejs

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Re: OFCOM report on customer complaints
« Reply #10 on: January 21, 2018, 07:46:24 AM »

Thank you, so the veracity is checked. That's good, yet is checking veracity the same as validity?

No, the veracity is not checked.
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renluop

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Re: OFCOM report on customer complaints
« Reply #11 on: January 21, 2018, 09:36:33 AM »

 :-[ :-[ :-[ :-[
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Black Sheep

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Re: OFCOM report on customer complaints
« Reply #12 on: January 21, 2018, 10:50:59 AM »

You having a senior moment, Ren. Ha ha, happens to us all my friend. Worry not.  ;D
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renluop

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Re: OFCOM report on customer complaints
« Reply #13 on: January 21, 2018, 11:07:31 PM »

More like super senior moments.
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NewtronStar

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Re: OFCOM report on customer complaints
« Reply #14 on: January 22, 2018, 07:44:15 PM »

I would guess most of us will try and get the issue resolved by the ISP before going down the Ombudsman route https://www.ombudsman-services.org/sectors/communications though some customers are the bolshie type and will use this rather than letting their ISP try and fix it.
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