TalkTalk suffers 70,000 customer defections after service issues

Telecoms firm TalkTalk lost 70,000 broadband customers over the six months to the end of September, during which it was fined by Ofcom for incorrectly billing customers and suffered a high level of complaints.

TalkTalk: 70,000 broadband customers defect in six-month period
TalkTalk: 70,000 broadband customers defect in six-month period

TalkTalk chief executive Dido Harding claimed today (15 November) that the company was providing a better customer experience, as demonstrated by a reduction in calls to call centres and an increase in customer queries being resolved first time.

Harding's comments come three months after the TalkTalk Group was fined £3m by Ofcom for incorrectly billing tens of thousands of consumers for services they did not receive.

TalkTalk was revealed as being the most complained about provider in April by Ofcom, after receiving 1.78 complaints per 1,000 customers for its fixed-line service and 1.27 complaints per 1,000 customers for its broadband service.

The provider's customer experience push may not yet have changed perceptions in the minds of the public.

Harding said: "There is a lag between these [customer experience] initiatives and improvements in customer numbers, but we are confident that the effects will soon become more apparent."

The loss of customers helped send TalkTalk's revenue for the six months to 30 September down 4.8% year on year to £844m.

However, average revenue per user (ARPU) was unchanged at £24.70 and the company became more profitable after convincing 159,000 customers to move to its own network.

Pre-tax profits rose from £17m to £41m, in part due to a significant reduction in cost of sales from £450m to £409m.

Follow Matthew Chapman on Twitter @mattchapmanuk

Have your say...

Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus
Media Week Jobs
Search for more media jobs

Latest

Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up

Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up

Waitrose has joined forces with Channel 4 and produced a Saturday morning lifestyle and cookery programme called 'Weekend Kitchen with Waitrose', with TV presenters Lisa Snowdon and Steve Jones signed up to front it.

Share
Newspaper ABCs: Guardian smashes through 100m browsers in March 2014

Newspaper ABCs: Guardian smashes through 100m browsers in March 2014

The Guardian reached more than 100 million monthly unique browsers for the first time in March, according to Audit Bureau of Circulations figures published today.

Share
Toyota achieves the impossible by calming angry Roman drivers

Toyota achieves the impossible by calming angry Roman drivers

Italians swearing and shouting while sitting behind the wheels of their cars and negotiating the busy streets of Rome could become a thing of the past if they all start driving Toyota's Hybrid vehicles, implies a short film for the car brand.

Share

Get news by email