Sky has managed to replace Orange as the UK ISP with the most satisfied customers, according to Ofcom.
Research by the regulator, which saw web users asked to rate their customer service experience if they had contacted their ISP in the last three months, revealed 64 percent of Sky's customers were 'satisfied' with the customer service they received and just 15 percent said they were 'dissatisfied'. Meanwhile, 58 percent of Orange customers were happy with the customer service they received, down on 76 percent in figures released in July this year, and 16 percent were unhappy, up on just 11 percent from last time.
An Orange spokesperson said: "We're really pleased with our ranking in this latest report, as we've been working hard to substantially improve the level of service we provide our customers over the past 18 months, which has included the transition to a new network with minimal customer disruption."
"The broadband sector has traditionally been renowned for under-performing on consumer satisfaction against that of other telecoms services, so we're making it our mission to change this. Moving forward, we're continuing to make a number of significant service improvements to our own offering, the result of which we believe will help us to really deliver on providing a best in class service experience".
TalkTalk was once again named the ISP with the last number of satisfied customers, however only 17 percent of its customers said they were 'dissatisfied' compared to Virgin Media which had the most unhappy customers at 19 percent, although 57 percent said they were happy with the customer experience they received.
The overall average satisfaction level across all five UK ISPs surveyed was 58 percent. Ofcom said connection speeds remained the biggest issue for broadband customers, followed by changing packages.
When it comes to landline services, Sky once again has the most satisfied customers, with 74 percent happy with their customer service experience. Meanwhile, Virgin Media had the most dissatisfied customers with 22 percent unhappy about the service they received.
O2 and Orange customers were happiest in the mobile services sector with 72 percent saying they were satisfied and only 10 percent claiming to be dissatisfied. 3 was named the provider with the unhappiest customers as 19 percent said they were dissatisfied with their customer service experience and only 60 percent were happy. Ofcom said 3's complaints centred around reception issues.
"Ofcom hopes that this research will both incentivise providers to improve all aspects of their customer service, as well as giving consumers valuable information about the standards of customer service when choosing a provider," said Ofcom's consumer group director, Claudio Pollack.