Thread: Virgin least complained about provider in Q2 2011
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Old 26-09-2011, 12:04   #80
Tim Deegan
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Re: Virgin least complained about provider in Q2 2011
Quote:
Originally Posted by tweetiepooh View Post
I'd just want to comment that whether complaints to OFCOM registered in this survey/report are spurious or not should be irrelevant in terms of the standings as long as we can assume that all suppliers suffer in the same manner.

What would be interesting is to get the data on the percentage of upheld or at least progressed complaints. This would show at least two points that would be interesting:
1)Some comparison of "real" complaints against suppliers
2)Some idea of customer attitude. Does any one supplier get more OFCOM referrals than others regardless of validity? That is does any one supplier have a customer base more inclined to escalate than others?

What do others think?

This comment is being made as a personal thought not as a VM staffer. I don't work in a customer facing role so can't comment on that side of the company.
I agree. And it would also be good to know the number of complaints that don't get escalated to Ofcom. After all it's a reflection on how a company deals with complaints that determines how many complaints get as far as Ofcom.
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