Having a few mins off from some rather mind numbing noise calculations, I've had a quick browse through the report and here are my thoughts re the VM/Sky arguements (for what they're worth):
- Across all the sectos covered (apart from pay monthly mobiles) the long term trend is complaints are dropping.
- Fixed telephone lines - VM & Sky are ahead of the game, with Sky upping theirs considerably to be just about on a par with VM
- Fixed broadband - VM were performing better (half the complaints of SKY), but seemed to have taken their eye off the ball over the last 18 months or so whilst Sky improved. However over the last quarter this trend seems that it may be reversing - next quarter will confirm the trend. Sky and VM are both well below the industry average.
- Pay TV - Sky have consistantly been the best performers, but over the last couple of years VM have been 'closing the gap' with the last quarter showing a marked improvement to bring them below the industry average and close enough to SKY to almost question if the difference between them is down to the statistical error associated with such small samples.
So there's my take on the numbers. The numbers don't mean that much anyway. We don't know how many complaints each company receives which would've enabled us to put the OFCOM report in to much better context. For example, if VM are as bad as some on here would have us believe then they must be good at 'resolving' complaints otherwise I would've expected the numbers of customers complaining to OFCOM to be higher. On the other hand, from my own experience of Sky as a customer (poor quality TV equipment) and how Mrs G was treated following the Sky/BSB merger, I'm again surprised that the Sky numbers aren't higher. The one thing I do take from the report is if the numbers for VM and Sky are so low then the other providers must be terrible!!
Cheers
Grim