The sixth annual report on how customer service levels compare across the telecoms industry covers 2021, including the continued impact of the Covid-19 pandemic. Overall, Ofcom found that customer satisfaction levels remain high, but call-waiting times and complaints-handling are areas of particular concern. But it has found that customers are experiencing “hit-and-miss” levels of customer service from major telecoms providers.

Ofcom is calling on providers to “prioritise customer service improvements and deliver what customers expect and deserve”. To read Ofcom’s news release in full and for a link to the report, click here.