Virgin Media O2 chief executive Lutz Schüler has admitted the company has more work to do in some areas of customer service.
While Virgin Media O2 and EE attract the greatest number of complants for pay-TV, and Virgin the most complaints for mobile services, it is mid table for broadband and landline. Customer complaints were primarily driven by how their complaints were handled.
TalkTalk generated the most broadband complaints about broadband, and saw complaints increase from the previous quarter.
Sky and TalkTalk were the least complained-about pay TV providers.
“Our goal, which we’re already backing with increased investment, is to provide consistently exceptional service and give all our customers greater confidence that if an issue does arise, they will be able to contact us easily and we’ll be able to provide a speedy resolution. Basically, if there’s a problem we’ll fix it quickly, simply and with no hassle,” explained Schüler.
Virgin is doubling its investment in customer service, and had increased the number of call agents to 9,000, who were also receiving additional training. The company has also looked into several thousand historical complaints to try to establish the root cause of customer complaints.
“In December, complaints relating to Virgin Media were at the lowest levels since 2017, while complaints about O2 hadn’t been lower for two years. We expect these latest improvements to be reflected in future Ofcom statistical releases,” said Schüler.
Earlier this week, TalkTalk announced plans to adopt Kraken, the management tool developed for utilities, which has been picked up by the energy sector.
