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ofcom customer service tool

Ofcom has launched a new resource that lets people compare how well broadband providers serve their customers.

The online tool presents the watchdog's data on key issues such as how providers handle complaints, how long they take to answer customer calls and the reliability of their service.

The data, which comes from Ofcom's Comparing Service Quality report and the providers themselves, is presented in a visual, easy-to-understand format.

Ofcom believes the interactive tool will be very useful for customers who are shopping around for a new provider, as it could help to inform their final decision.

Furthermore, it hopes making the data available in this way will give broadband firms an incentive to tackle recurring issues and improve their service quality.

Sharon White, Chief Executive of Ofcom, commented: "We’re determined to help bring about a service revolution in the telecoms sector, where consistency and excellence becomes the norm, and customers always come first.

"We want to shine a light on how different providers perform, and are challenging the industry to up its game on customer service. We’ll be monitoring closely to ensure industry service standards are raised."

According to figures from Ofcom, 87 per cent of broadband customers were satisfied with the service they received in 2016.

However, 13 per cent were found to have a reason to complain to their broadband provider last year.

This compares with five per cent of landline telephone customers and four per cent of mobile customers.

Broadband providers were also found to be lagging behind some others in the telecoms sector when it came to answering calls quickly.

Whereas Ofcom data shows mobile customers wait an average of one minute to speak to a customer service advisor, broadband and landline telephone customers are typically waiting for two minutes and 51 seconds to get through to a member of staff.

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