Insights Ofcom publishes research on vulnerable customers’ experiences of contacting telecoms providers


Ofcom has published qualitative research on the customer service some vulnerable people have experienced when getting in touch with their phone, broadband or pay-TV provider recently. The research shows that while some people had positive experiences, there was a lack of consistency in the levels of customer service on offer. People’s experiences seemed highly dependent on the member of staff they dealt with. Their experience was often different each time they contacted their provider, or if they were transferred from one customer service agent to another while on the call.

Ofcom’s rules mean that telecoms companies must have policies and procedures in place to make sure vulnerable customers are treated fairly. Ofcom has also previously published a guide on the practical measures providers can adopt in light of these rules. To read Ofcom’s press release in full and for a link to the research, click here.