Customer satisfaction research. Fieldwork: July - August 2016

Transcription

1 1 Customer satisfaction research Fieldwork: July - August 01

2 Background and methodology Background and methodology The Switching Tracker is Ofcom's key data source on switching levels, attitudes and experiences across the communications markets (landline, mobile, fixed broadband and multi-channel/pay TV). Since 00 Ofcom has run this tracking study among UK adults (decision makers in each market) to measure participation levels, switching incidence and ease of switching, as well as satisfaction levels in each market. We have moved from RDD telephone interviewing (01 and prior), through an interim year (01) where interviewing was split to achieve half by telephone and half face-to-face, to conduct all of the interviewing in 01 face-to-face ( interviews). Fieldwork took place in July August 01. Questions are asked up front to establish household ownership of landline, fixed broadband, TV service and mobile phone. For each service, the questionnaire established whether the respondent is the decision maker. Questions of the decision maker also established whether any of the household s services are in a bundle or package from the same supplier. On completion of the interviews, weighting is applied for each section (i.e. each of the above markets) of the survey using profiles from our Communications Tracking Survey. Throughout the chart pack indicates significant decrease, indicates significant increase at 99% confidence level, compared to 01 and indicates a significantly lower score, indicates a significantly higher score at 99% confidence level compared to the total market. The data tables can be found at: data/assets/pdf_file/00/9/switching-tracker-01- Data-tables.pdf

3 Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (01, 11), mobile (01, ), fixed broadband (01, 1), pay TV (01, ), any bundle (01, 11). Don t know responses have been excluded from the base. Since 01 there has been an increase in overall satisfaction in the mobile and broadband markets. Satisfaction with overall services from communications provider - total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied Landline 9% % 9% Mobile 0 % 9% 9% 9% Broadband 1 % % % % Pay TV 1 90% 9% Bundle 9 9 9% 90% % % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QL/QM/QI/QT/QB. In terms of your (SERVICE)... How satisfied are you with the OVERALL SERVICE PROVIDED by (PROVIDER)? Would you say you are...

4 BT customers have higher overall satisfaction than landline customers as a whole (9% vs 9%) Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QL. In terms of your landline service... How satisfied are you with the OVERALL SERVICE PROVIDED by (PROVIDER Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (11), receiving their service from BT (), Sky (1), Virgin Media (), TalkTalk (). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have been excluded from the base. Satisfaction with overall services, by landline provider - total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All landline 9% BT 0 9% Sky 1 90% Virgin Media 1 % TalkTalk % 0% 0% 0% 0% 0% 0%

5 Tesco Mobile customers have higher overall satisfaction than mobile customers as a whole (9% vs 9%) Satisfaction with overall services, by mobile provider - total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All mobile 0 9% EE 9% O 0 1 9% Vodafone 9% Three 9% Virgin 0 1 9% Tesco % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QM. In terms of your mobile phone service... How satisfied are you with the OVERALL SERVICE PROVIDED by (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on mobile (), receiving their service from EE (), O (), Vodafone (1), (), Virgin (), Tesco (). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have been excluded from the base.

6 Virgin Media customers have higher overall satisfaction with their fixed broadband than fixed broadband customers as a whole ( vs %) Satisfaction with overall services, by fixed broadband provider - total market All fixed broadband Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 1 % Sky % BT 9 % Virgin Media TalkTalk 9 % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QI. In terms of your fixed broadband service... How satisfied are you with the OVERALL SERVICE PROVIDED by (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed broadband (1), receiving their service from Sky (1), BT (0), Virgin Media (), TalkTalk (11). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have

7 About nine out of ten pay TV and digital TV customers were satisfied with their overall service, with no significant difference between Sky and Virgin Media customers Satisfaction with overall services, by Pay TV provider - total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All Digital TV 1 9% All Pay TV 1 9% Sky 9% Virgin Media 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QT. In terms of your television service... How satisfied are you with the OVERALL SERVICE PROVIDED by (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on Digital TV () Pay TV (), receiving their service from Sky (), Virgin Media (0). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have been excluded

8 Pay TV Broadband Mobile Landline Satisfaction with reliability remains highest in the pay TV and landline markets, despite increases in satisfaction among mobile, fixed broadband and pay TV customers Satisfaction with reliability of service (reception/ease of accessing mobile network) among total market: Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied % 9% 9% 9% % 0% 1% % % % % % % 9% 9% 9% % 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01, 01 and 01 QLb/QMb/QIb/QTb. And how satisfied are you with the RELIABILITY of your (SERVICE) from (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (01,1) (01, ) (01, 1) (01, 11), mobile (01,) (01, ) (01, ) (01, 9), fixed broadband (01,1) (01, 19) (01, 1) (01, 1), pay TV (01, 90) (01, 0) (01,

9 About nine in ten landline customers were satisfied with the reliability of their landline service 9 Satisfaction with reliability of service, by landline provider - total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All landline 9% BT 9% Sky 9 1 Virgin Media 11 TalkTalk 9 9 % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QLb. And how satisfied are you with the RELIABILITY of your (SERVICE) from (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (11), receiving their service from BT (), Sky (9), Virgin Media (), TalkTalk (19). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have been

10 Customers of Three reported lower overall satisfaction with their mobile reception than mobile customers as a whole (0% vs %) Satisfaction with reception/ease of accessing mobile network, by mobile provider total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All mobile % EE 0 % O 9 % Vodafone % Three 0% Virgin 1 % Tesco 1 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QMb. And how satisfied are you with the RECEPTION or EASE OF ACCESSING the (PROVIDER) network? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on mobile (9), receiving their service from EE (), O (), Vodafone (1), (), Virgin (), Tesco (). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have

11 Virgin Media customers reported higher overall satisfaction with the reliability of their fixed broadband service than fixed broadband customers as a whole (90% vs %) 11 Satisfaction with reliability of service, by fixed broadband provider Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All fixed broadband % Sky % BT 9 % Virgin Media % TalkTalk 11 % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QIb. And how satisfied are you with the RELIABILITY of your (SERVICE) from (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed broadband (1), receiving their service from Sky (1), BT (0), Virgin Media (), TalkTalk (). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have

12 Over nine in ten pay TV customers were satisfied with the reliability of their service Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QTb. And how satisfied are you with the RELIABILITY of your (SERVICE) from (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on Digital TV (1) Pay TV (), receiving their service from Sky (), Virgin Media (0). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have been excluded from the base. 1 Satisfaction with reliability of service, by Pay TV provider- total market Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All Digital TV 9 1 9% All Pay TV 1 9% Sky 1 9% Virgin Media 0 9% 0% 0% 0% 0% 0% 0%

13 Dissatisfaction with the reliability of service among both mobile and fixed broadband customers is higher in rural areas compared to urban areas 1 Dissatisfaction with reliability of service, by urbanity: % 0% Fixed line Mobile Broadband Digital TV 0% 0% 0% 0% Total Urban Rural Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01, 01, 01 and 01 QLb/QMb/QIb/QTb. And how satisfied are you with the RELIABILITY of your (SERVICE) from (PROVIDER)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (01, 11), mobile (01, 9), broadband (01, 1), digital TV (01, 1). Don t know responses have been excluded from the base.

14 Broadband Mobile Landline Satisfaction with value for money is highest in the mobile market and lowest in the pay TV market Satisfaction with value for money: standalone service 1 Bundle Pay TV Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % 0% 0% 0% 0% 0% Note: Value for money was asked only of those taking each service outside of a bundle. As a result sample is too small to chart by provider. 9 %Satisfied % % 1% % % % 1% % % % 9% 0% % 0% 1% 9% % 0% % % Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01, 01, 01, 01 and 01 QLa/QMa/QIa/QTa. And how satisfied are you with the VALUE FOR MONEY of your service from (PROVIDER)? Would you say you are Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed line (01, 0), mobile (01, ), broadband (01, ), pay TV (01, ), bundle (01, ). Don t know responses have been excluded from the base.

15 There has been very little change in satisfaction with speed of fixed broadband service in the last three years Satisfaction with speed of fixed broadband service while online: Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly unsatisfied Very dissatisfied %Satisfied 01 9 % 01 1% 01 % 01 % 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August Base: All adults aged 1+ who are the fixed broadband decision-maker who expressed an opinion (01, 1) (01, 19), (01, 11) (01, 11). QIc. And how satisfied are you with the SPEED OF SERVICE while online (not just the connection)? Would you say you are... Note: Don t know responses have been excluded from the base.

16 Customers of Virgin Media have higher satisfaction with their online broadband service and customers of BT and TalkTalk have lower satisfaction than customers as a whole Satisfaction with speed of fixed broadband service while online, by fixed broadband provider 1 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied %Satisfied 01 All fixed broadband % Sky 1 % BT 9 0 0% Virgin Media TalkTalk 9 1 1% 0% 0% 0% 0% 0% 0% Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 01 QIc. And how satisfied are you with the SPEED OF SERVICE while online (not just the connection)? Would you say you are... Base: All adults aged 1+ who are the decision-maker and express an opinion on fixed broadband (11), receiving their service from Sky (1), BT (00), Virgin Media (), TalkTalk (). Providers used by fewer than 0 respondents are not shown individually but are included in the total. Don t know responses have