Vodafone continues to be most complained about network operator for seventh consecutive quarter running
For the seventh consecutive quarter Vodafone is once again the most complained about mobile operator in the UK.
Ofcom's 'Telecoms and Pay TV Complaints' report published Spetember 28 highlights the number of complaints that Vodafone received between April and June this year.
While the network remains bottom of the pile there have been signs of improvement. Where last quarter the network received 29 complaints per 100,000 customers; this quarter the network only received 23 complaints per 100,000 customers.
MVNO Tesco Mobile was the leaast complained about operator (only 1 complaint per 100,000 customers), O2 came in second with 2 complaints per 100,000 subscribers. After that Three mobile came in third followed by Virgin Mobile, EE and Talk Mobile.
Ofcom's consumer group director Lindsey Fussell has commented on the report saying, "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."
Fussell added, "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."
This improvement in reducing the number of complaints that Vodafone receives comes shortly after the mobile network announced that it was spending an additional £15 million this year on improving it's customer service shortcomings, hopefully with the aim of reducing the number of customer service issues that the network is currently suffering from.
A Vodafone spokesperson has commented on the Ofcom report saying, "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."