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Industry Research : Orange Rated Best for Broadband Customer Service
Orange offers the best customer service for its broadband services, according to a new poll.
The research, by Ofcom, also shows that BSkyB and T-Mobile perform well for their landline and mobile customer services.
The communications regulator interviewed thousands of consumers in February this year, asking them to rate their customer service experience if they had contacted their provider in the previous three months.
It comes as new rules have come into force which require communications providers to do more to help consumers resolve complaints.
Participants gave scores out of ten for various aspects of customer service, ranging from how easy it was to contact customer services and satisfaction with the advice people were given.
Leading the way for broadband customer service is Orange, with 76 per cent of those surveyed saying they were happy with the company's services. The provider was followed by BSkyB, with 60 per cent of customers voicing their approval.
BSkyB also came out on top for landline services, with 66 per cent of surveyed consumers saying they were happy.
T-Mobile and O2 came joint top for mobile services, with 72 per cent saying they were happy with customer services from these two providers.
Ofcom's Consumer Group Director, Claudio Pollack, said: "By publishing this research we want to give consumers an insight into the standard of customer service being offered across the communications sector.
"The more information of this kind consumers have, the more effectively they can exercise their choice."
Under new rules that came into force on Friday (July 22nd), if a complaint has remained unresolved for eight weeks customers have the right to take their complaint to an independent, free and Ofcom-approved resolution service.
Also, broadband providers now have to include information of the relevant dispute resolution service on all paper bills; and write to customers whose complaints have not been resolved within eight weeks to inform them of their right to take their complaint to a dispute resolution service.
Posted by Veronica Silva Cusi, news correspondent
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Published: Saturday, July 16, 2011