Compared to 2012, satisfaction with the customer service received has increased for the pay TV sector overall. Ofcom research reveals that satisfaction rose from 69 per cent in 2012 to 77 per cent in 2013.

Sky achieved the highest customer service satisfaction score in 2013 (80 per cent), significantly increasing on the 71 per cent reported in 2012. Virgin Media customers are also more likely to be satisfied with the customer service received than they were a year ago (66 per cent in 2012 compared with 77 per cent in 2013).

BT TV achieved below average scores in 2013, with 59 per cent of customers satisfied with their customer service experience.

Customers considered BT TV’s customer service below average in a number of areas including; the advice or information being easily understandable; the time taken to handle issues; the ease of getting through to the right person, and the ability of the advisor to understand and identify the problem.

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Categories: Articles, Broadcast, Consumer Behaviour, Pay TV, Research