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Home Phone Customer Satisfaction Report 2009

Compare home phone

Compare home phone
  1. See how much you could save by switching your home phone.

The uSwitch Home Phone Customer Satisfaction Report reveals the best and worst home phone providers, as decided by their customers.  Awards are made in eleven categories, including best value for money, best customer support and best overall customer satisfaction.

This year, Sky Talk came out on top for the second year running, winning 8 out of the 11 categories and achieving a score of 86% for overall customer satisfaction.  

The report revealed that three quarters of home phone customers (75%) are satisfied that they are getting value for money - a 12% increase on last year.  However, only 47% of those surveyed think they're getting the best deal from their provider and the customer satisfaction gap between the best and worst providers is wider than ever.  Why not see how your provider performed?  If you're not with an award-winner it could be time to switch.

 

Award 

1st

2nd

3rd

Best overall customer satisfaction

 86%

82%

  82%

Most likely to be recommended

 77% 

  71%

 63%

Best value for money

84%

82%

 80%

Best customer service

64%

    63%

 BT 57%

Best for billing services

 86%

  80%

 78%

Easy to interpret bill

  88%

  81%

  79%

Best online account management

 76%

76%

  75%

Best talk and payment plan

85%  

  84%

 78%

Best deal for you

64%

  59%

 46% 

Best for ease of use

91%  

 88% 

  86%

Best for set-up support

86% 

   77%

76% 

See the results in full

What the customers say

'It is reliable and is good value for money. The customer service is above average' - Sky customer

'Cheap, easy switching process, no problems or faults' - TalkTalk customer

'I have a good deal at a good price and am happy with the service that I receive' - Tiscali customer

 

The survey explained

Every year uSwitch commissions the independent research organisation YouGov to carry out a survey of the UK's home phone providers. The latest survey was conducted online between 13th - 18th February 2009, amongst over 12,000 home phone customers.

Respondents answered numerous questions including: whether they would recommend their provider to a friend, and whether they thought their provider gave them good value for money. uSwitch then calculated the results for each provider, in each category, based on the proportion of customers who expressed satisfaction. For statistical validity, results are only recorded where a supplier had more than 200 responses.

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