data publishing for ofcom q3 2019 #1 · data publishing for ofcom – quarter 3, 2019 broadband...
TRANSCRIPT
100% 6% 3%
18% 13%90%
80% 32% 41% 20%44%
56%17%
70% 74%
60%
50% Settled
Not Upheld40% 15%
67% Upheld30% 62% 65%
56%8%
20% 26%42%
10% 18%
0%BT EE TalkTalk Sky Plusnet VPlusnet Virgin Post Office
Data publishing for Ofcom – Quarter 3, 2019
Broadband case outcomes
Landline case outcomes
100%7% 8% 5%
90% 19%15%
80% 25%32%
42% 12%70% 58%
73%60%
50% Settled
Not Upheld40%
13%
77%70% 13% 69% Upheld
30% 62%
7%20%29% 45%
10% 20%
0%BT Post EE Sky TalkTalk Virgin Plusnet
Office
Better conflicts, Better outcomes, Better world
Centre for Effective Dispute Resolution 70 Fleet Street London EC4Y 1EU
T: +44 (0)20 7536 3800
W: www.cedr.com
Twitter @cedrsays
linkedin.com/company/cedr
Registered in England no. 2422813 Registered Charity no. 1060369 © CEDR 2019
18%
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BBTT 1122%% 1100%% 4444%% 99%% 88%% 11%% 11%% EEEE 2233%% 1133%% 77%% 4466%% 66%% 66%% 00%% 00%% PPlluussnneett 4455%% 99%% 77%% 3311%% 33%% 44%% 00%% 00%% SSkkyy TTaallkkTTaallkk VViirrggiinn
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BBTT 2211%% 1155%% 1111%% 3344%% 99%% 99%% 11%% 11%% EEEE 2288%% 1122%% 1122%% 3366%% 88%% 44%% 00%% 00%% PPlluussnneett 5566%% 66%% 88%% 2244%% 33%% 44%% 00%% 00%% PPoosstt OffffiiccOee 2222%% 2222%% 1111%% 4444%% 00%% 00%% 00%% 00%%
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Mobile case outcomes
100%9% 10% 8% 5%
90%
80% 26%
72%
48%35% 40%70% 55%
60%
50%49%
50%
Settled40% 22%
11%
Not Upheld
30% 65% Upheld56% 53%
20% 40%30%
10% 17%
0%
Centre for Effective Dispute Resolution 70 Fleet Street London EC4Y 1EU
Registered in England no. 2422813 Registered Charity no. 1060369 © CEDR 2019
Better conflicts, Better outcomes, Better world
23%
28%
25%
25%
31% 30% 25% 16%
21% 20%
13% 16% 17%
30% 24% 16%
5% 2% 4%
9% 6% 12%
2% 1% 0%
% % %
31% 27% 25% 14%
19% 19%
14% 13% 16%
34% 31% 21%
6% 2% 3%
8%
10% 6% 2%
0%
% % %
0%
Mobile case categories (%)
Provider Billing Contract Customer Service Equipment Mis- Security Other issues service quality selling
BT 15% 13% 13% 33% 10% 18% 0% 0%EE 30% 14% 9% 21% 7% 11% 7% 1%O2 34% 9% 14% 22% 7% 9% 7% 0%TalkTalk 44% 25% 6% 19% 6% 0% 0% 0%Tesco 33% 10% 14% 24% 2% 12% 4% 0%Three 37% 14% 11% 14% 6% 10% 7% 0%Virgin 34% 22% 12% 9% 6% 14% 2% 0%Vodafone 40% 18% 13% 10% 4% 14% 1% 0%
Centre for Effective Dispute Resolution 70 Fleet Street London EC4Y 1EU
T: +44 (0)20 7536 3800
W: www.cedr.com
Twitter @cedrsays
linkedin.com/company/cedr
Registered in England no. 2422813 Registered Charity no. 1060369 © CEDR 2019
Better conflicts, Better outcomes, Better world