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% |
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.