VM least complained BB provider according to ofcom

Originally Posted by bubblegun

These complaints are about complaints to the provider.
Each provider is required to register a customers complaint about whatever to do with their service, OFCOM then collates these to produce these reports. It's not just about complaints escalated to OFCOM.

At Sky, any time a customer complains about something to do with the service or a person who is part of the business, a complaint is registered on the account. I believe all other providers who are regulated by OFCOM need to have similar processes in place.

I'm sure BenMcr or some other Virgin staff member will be able to confirm if Virgin have a similar process.

Thanks for the info, that clears things up.

[BenMcr]

Originally Posted by bubblegun

These complaints are about complaints to the provider.
Each provider is required to register a customers complaint about whatever to do with their service, OFCOM then collates these to produce these reports. It's not just about complaints escalated to OFCOM.

I'd maybe re-read OFCOM's own page where the report is published

The data only covers complaints that consumers have chosen to report to Ofcom, and does not represent complaints consumers may have made directly to their providers or to other agencies (e.g. Alternative Dispute Resolution schemes). As such it will only provide a partial picture of complaints relating to any provider.

[Gary L]

See. like I said. meaningless

It's a bit like me saying 0.03 out of every 1,0000 people complain to me about their symptons.
when 60.56 out of every 1,000 people complain to their doctor.

the true figures could be
0.57% of every 1,000 EE customers complaints directly to EE/orange.
and 90.46% of every 1,000 Virgin Media customers complain directly to Virgin Media.

and nobody complains directly to Sky.

[Qtx]

Originally Posted by bubblegun

These complaints are about complaints to the provider.
Each provider is required to register a customers complaint about whatever to do with their service, OFCOM then collates these to produce these reports. It's not just about complaints escalated to OFCOM.

Obviously not the case, as above posts show.

Also have you ever tried to register a complaint with VM? Its nigh on impossible. I have tried emailing a complaint and writing in, both of which got no reply so guessing also not logged. Trying to log a complaint on the phone I was told cannot be done, they just have call resolution peeps who try and resolve your problem instead of noting down your complaint. If you just want to complain about recent issues or treatment, there appears to be no actual complaint route to get a complaint noted.

I don't doubt that VM are not the only one with this method of stopping complaints being logged.

[eljay]

Or on the otherhand you could interpret it that a higher percentage of Sky customers had problems of sufficient mangnitude to escelate their complaints to OFCOM, in comparison to VM.

[Qtx]

Originally Posted by eljay

Or on the otherhand you could interpret it that a higher percentage of Sky customers had problems of sufficient mangnitude to escelate their complaints to OFCOM, in comparison to VM.

Two more per 1000 customers is hardly a massive difference.

Unhappy customers vs those that complaints really needs some weighting done although it would be an impossible task. I would like to bet that customers who take a particular provider fit in to certain categories that make them more or less likely to complain. For example TalkTalk customers may tend to be customers who are frugal with their money and also likely to complain in the hope of compensation or saving further money. Just an example but you get my drift. Some may be the type that follow complaints through further to Ofcom.

[BenMcr]

Originally Posted by Qtx

If you just want to complain about recent issues or treatment, there appears to be no actual complaint route to get a complaint noted.

I don't doubt that VM are not the only one with this method of stopping complaints being logged.

Complaints are logged in VM, but doesn't mean staff won't try and resolve them at the point of contact. Saying 'I want to complain' doesn't suddenly change how the issue is dealt with.

If you make a complaint via Customer Services, and it's something they fix, it's logged as complaint and then marked as resolved.

If you make a complaint via email or letter it is logged when it's processed - there isn't any stage when it's blocked. Unfortunately as people use Complaints as first line customer services, then it can take time to deal with unresolved issues.

If you complain about something to the resolution team, again it's logged, but they are there to resolve issues where they can.

Originally Posted by Qtx

Two more per 1000 customers is hardly a massive difference.

Unhappy customers vs those that complaints really needs some weighting done although it would be an impossible task. I would like to bet that customers who take a particular provider fit in to certain categories that make them more or less likely to complain. For example TalkTalk customers may tend to be customers who are frugal with their money and also likely to complain in the hope of compensation or saving further money. Just an example but you get my drift. Some may be the type that follow complaints through further to Ofcom.

It's likely that if the figures were reversed, you would probably be shouting from the rooftops that Sky had 20% less complaints than VM.

Just sayin'....

[Qtx]

Originally Posted by Hugh

It's likely that if the figures were reversed, you would probably be shouting from the rooftops that Sky had 20% less complaints than VM.

You know what they say about assumptions

It wasn't an assumption, it was an inference....

[Qtx]

Originally Posted by Hugh

It wasn't an assumption, it was an inference....

Inference is the act or process of deriving logical conclusions from premises known or assumed to be true.

The difference is as small as the 2 in 1000 complaint stats

According to Ofcom - Virgin Media are the least complained about Broadband Provider and no amount of crap from Sky lovers will change that fact

End Of!

[Gary L]

Originally Posted by Top banana

According to Ofcom - Virgin Media are the least complained about Broadband Provider and no amount of crap from Sky lovers will change that fact

End Of!

You wish!

[Qtx]

I want to know who these Sky lovers are

Anyone who has had bad experience's with Virgin but not with Sky? Hardly love, appreciation maybe.

[arcimedes]

Originally Posted by Qtx

The difference is as small as the 2 in 1000 complaint stats

Ah yes statistics Depending on what you want to say you can say there's a 20% difference between them or if you wish to minimise the difference you quote a difference of 2 in 1000 between them (or 0.2% )