Ofcom introduces performance scorecards for broadband

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Want to know how a broadband provider is doing? Ofcom is just one of the regulators that has partnered with the UK Regulations Network (UKRN) to publish new scorecards intended to help customers.
 
These will allow consumers to compare providers by overall satisfaction as well as complaints to Ofcom and Net Promoter Score (NPS) – in other words willingness of customers to recommend a company to others.

Today’s publication, Moving forward together, brings together these scorecards from a number of regulators, not just Ofcom, but the FCA, Ofgem, Ofwat and the Consumer Council for Water.  Each regulator has also published their template, plus links to more detailed analysis, on their websites.

Says Jonathan Oxley, CEO of the UKRN:

“Understanding the experience of consumers across our sectors is a vital part of improving consumer outcomes. I am delighted at the ways in which our members have worked together, building on their extensive sectoral knowledge to create shared insight. I hope this project helps consumer groups and other interested parties recognise where consumer needs can be best served.”

Ensuring regulators work together to measure and improve the consumer experience across our sectors is also a priority for government. Adds consumer Minister Kelly Tolhurst:

“Performance scorecards will be a welcome step for customers: providing them with trusted, impartial information to compare how well companies deliver for their customers. This will help people make an informed judgement about who should provide them their water, telecoms, energy and essential financial services – but it will also incentivise companies to improve their performance to attract customers and beat their competition. I will continue to work with the UK Regulators Network and regulators to expand the information available in the scorecards.”

However, it’s not all good news reckons Alex Tofts, Broadband Expert at Broadband Genie:

“The partnership between Ofcom and UKRN to publish scorecards will make it easier for customers to get a quick overview of the major providers in the market. Overall satisfaction looks good for broadband, however, TalkTalk find themselves at the bottom of the table with customers unlikely to recommend the service to a friend or family member

“Unfortunately, it looks like once again the smaller ISPs are not represented. This is a great shame as each ISP can offer a different unique selling point and traditionally, smaller providers score well for customer service.”
Chris Price
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