UK pay-TV customers enjoy good service

UK pay-TV customers are generally satisfied with the service they receive, according to Ofcom.

A GfK survey, taken on behalf of the regulator found providers of landline, broadband, mobile and pay-TV services provide a customer service experience which results in 62%-69% of customers being satisfied when they contact their provider.

Satisfaction with customer service remains at its lowest in the broadband sector at 62% and highest in the pay-TV sector.

The pay-TV sector also had a lower proportion of complaints than other sectors, though there was some variation on the level of complaints. For example Virgin Media had a higher than average level of complaints about both its pay-TV and landline services.

There has been no significant year-on-year change in the level of complaints for Sky or Virgin.

Sky’s adviser ratings have continued to improve, across courtesy, understanding the issue, taking the issue seriously, keeping the customer informed, doing what they said and logging details.

Neither Sky nor Virgin’s overall customer service satisfaction ratings were significantly different to the average.