News Feed Item

NCSI: Customer Satisfaction Improves for Pay-TV, ISPs, Mobile Phones, Airlines

Subscription television and Internet service providers are the most improved for the first quarter of 2014, according to the latest results of the National Customer Satisfaction Index (NCSI-UK). Airlines, mobile phones, and landlines also make gains, driving the national level of customer satisfaction up 0.1% to 75.6 on a 0-100 scale. The only industries not improving customer satisfaction are mobile networks and energy utilities, with gas and electricity suppliers now the worst performing category tracked by the NCSI.

“Customer satisfaction with subscription TV and internet service providers is much higher in Britain than in the United States,” says Claes Fornell, Chairman and founder of the American Customer Satisfaction Index (ACSI). “In the US, pay TV is deteriorating and viewers are moving towards video streaming services, which do better in the ACSI. Virgin Media’s decision to offer Netflix as part of customer packages is a strategic move for both companies - one that hasn’t been possible this seamlessly anywhere else.”

Big Gains for Subscription TV as Virgin Leaps Ahead

Customer satisfaction with subscription television is up 4.4% to 71. Viewers are much more satisfied with the largest TV providers, Sky and Virgin Media, than they were a year ago.

Following Virgin Media’s introduction of a free 6 months of Netflix, the cable company’s NCSI score is up 9% to lead the category at 73. Sky also makes significant improvement, climbing 3% to 70.

Internet Service Providers no Longer Rock Bottom

Customer satisfaction with Internet service providers (ISPs) is up 3% to an NCSI score of 69, and in a small victory, ISPs are no longer the lowest-scoring category in the Index. According to users, service is somewhat faster and more reliable this year, but for ISPs, network bandwidth remains a challenge. An international comparison, however, reveals Britain’s ISPs are outperforming those in the United States (69 vs. 63), which have sunk to a record low on the American Customer Satisfaction Index.

Smaller ISPs lead with a combined NCSI score of 73, up 3% from a year ago. Among the largest ISPs, Virgin Media gains 4% to 71, overtaking Sky (unchanged at 69) for the lead. TalkTalk improves the most with a 6% increase to 67, and BT is the only ISP to decline, down 2% to the bottom of the industry rankings at 65.

Customer Satisfaction Static with Mobile Phone Networks

Customer satisfaction with mobile phone networks seems unaffected by the increasing stress on network capacity despite the rising popularity of smartphones and resulting demand for more data As data usage escalates, costs also rise. Under such circumstances, customer satisfaction often deteriorates. It is in that context that the results should be interpreted, and in that sense, it is not necessarily a bad sign that it is flat at a score of 74.

Tesco Mobile continues to lead the category, and as the virtual network operator rolls out free 4G service for customers, Tesco gains 2% to an NCSI score of 84. Tesco shares O2’s network, which takes second place with a 1% rise to 77. Virgin Mobile also edges up 1% to 75, just ahead of the industry average.

Three Mobile registers the biggest improvement. Since 2008, Three has been the lowest-scoring operator, but now jumps 6% to 73, ahead of EE (including Orange and T-Mobile) and Vodafone. Three and Tesco are so far the only providers to offer free 4G.

Mergers typically have a negative impact on customer satisfaction and scores for both Orange and T-Mobile have deteriorated since EE’s rebranding began in 2012. This year, Orange drops 4% to 70 and T-Mobile shrinks 1% to 71 as its online presence phases out. EE was the first to offer superfast mobile internet - but at a premium price. As 4G service is unavailable on T-Mobile and Orange brands, contract customers who want faster connection have no choice but to start a new plan with EE.

Smaller Mobile Phone Manufacturers Advance

Mobile phone handsets advance 1.3% to 79, one of the highest scores for any industry tracked by NCSI. The progress is due in part to a greater proportion of smartphone sales – a category for which customer satisfaction is quite strong.

Apple is leads the category for the second year in a row, up 1% to 82 following the release of the iPhone 5 S. In contrast, Apple is losing favour in the US, where Samsung has taken the lead in the recent American Customer Satisfaction Index (ACSI). In Britain, Samsung is unchanged at an NCSI score of 78.

Smaller mobile manufacturers and newer entrants are evolving at great speed. According to their customers, the devices made by smaller companies are now at least as good as those produced by many of the largest manufacturers. Overall, customer satisfaction for these other manufacturers is up 4% to 78, matching Samsung, Nokia (unchanged), and HTC (+7%). The dominance of the major players will probably be further challenged as Tesco – which already has the highest customer satisfaction for mobile network service – enters the smartphone market with its own phone brand later this year. Sony is the sole mobile maker to decline this year (down 5% to 75), and Blackberry remains at the bottom (unchanged at 70) with no improvement in customer satisfaction.

Sky Excels in Landline Telephone

Customer satisfaction with fixed-line telephone service is up 1.4% to 70 as nearly all companies improve. Sky leads among the largest providers with an NCSI score of 74, a 6% increase. But customers reserve their highest marks for smaller companies, up 1% to 78. TalkTalk gains the most with a 7% jump to 72, and Virgin Media is up 3% to 71. BT is the only one with weakened customer satisfaction compared to a year ago, sliding 1% to the bottom of the industry.

Smaller Energy Suppliers Post First NCSI Score, Breaking Customer Satisfaction Records

Household satisfaction with gas and electricity suppliers remains at 68, the lowest score in the NCSI. Nevertheless, some individual companies have improved, and smaller utilities are much above industry average. Though the Big Six still dominate the market, the number of customers switching suppliers is growing, and smaller companies post their first combined NCSI score of 77 - a record high for the industry.

The customer satisfaction results for the six largest energy suppliers are less impressive. SSE is at 72 (up 1%). EDF, which leapt ahead 6% a year ago, maintains its all-time high score of 71 for the second year. E.ON advances 6% to 70. Scottish Power (down 3%) and British Gas (up 1%) match the industry average of 68. Npower, which sunk 7% a year ago, now falls another 2% to 62.

British Airways Soars to Top

Passenger satisfaction with airlines improves for the sixth straight year, rising +2.9% to an all-time high of 72. Perennial leader Virgin Atlantic gains 3% to an NCSI score of 75, but a huge gain by British Airways (+6% to 75) brings Virgin’s advantage to an end. British Airways is effectively balancing service improvements with price, offering lower fares without compromising passenger service. Its effort to enhance the customer experience appears to be paying off. BA has gone from an all-time low as recently as 3 years ago to a record-high of 76 and is now tied for the top spot among airlines

The aggregate of smaller airlines inches up 1% to 74, surpassing the industry average, but Flybe and Easyjet lag by a significant margin. According to passengers, their low fares are not enough of a trade-off for low quality. Flybe is unchanged at 71, and Easyjet remains the lowest-scoring airline despite improving 3% to 70.

Visit www.ncsiuk.com for access to the free full report, including all customer satisfaction scores and customer experience benchmarks for each industry.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.


The National Customer Satisfaction Index (NCSI-UK) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United Kingdom, and is produced by the American Customer Satisfaction Index (ACSI). Results are based on survey data from more than 10,000 customers collected via online panel during Q1 of 2014.

This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments, and countries including the United States, the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia, and Barbados.

According to research from the University of Michigan, customer satisfaction – as measured by the NCSI-UK and ACSI – is directly linked to stock market performance. Companies with high scores on the ACSI and NCSI-UK produce higher stock returns than competitors and greatly outperform market indices.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
Predicting the future has never been more challenging - not because of the lack of data but because of the flood of ungoverned and risk laden information. Microsoft states that 2.5 exabytes of data are created every day. Expectations and reliance on data are being pushed to the limits, as demands around hybrid options continue to grow.
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
As IoT continues to increase momentum, so does the associated risk. Secure Device Lifecycle Management (DLM) is ranked as one of the most important technology areas of IoT. Driving this trend is the realization that secure support for IoT devices provides companies the ability to deliver high-quality, reliable, secure offerings faster, create new revenue streams, and reduce support costs, all while building a competitive advantage in their markets. In this session, we will use customer use cases...
Digital Transformation: Preparing Cloud & IoT Security for the Age of Artificial Intelligence. As automation and artificial intelligence (AI) power solution development and delivery, many businesses need to build backend cloud capabilities. Well-poised organizations, marketing smart devices with AI and BlockChain capabilities prepare to refine compliance and regulatory capabilities in 2018. Volumes of health, financial, technical and privacy data, along with tightening compliance requirements by...
Evan Kirstel is an internationally recognized thought leader and social media influencer in IoT (#1 in 2017), Cloud, Data Security (2016), Health Tech (#9 in 2017), Digital Health (#6 in 2016), B2B Marketing (#5 in 2015), AI, Smart Home, Digital (2017), IIoT (#1 in 2017) and Telecom/Wireless/5G. His connections are a "Who's Who" in these technologies, He is in the top 10 most mentioned/re-tweeted by CMOs and CIOs (2016) and have been recently named 5th most influential B2B marketeer in the US. H...
The IoT Will Grow: In what might be the most obvious prediction of the decade, the IoT will continue to expand next year, with more and more devices coming online every single day. What isn’t so obvious about this prediction: where that growth will occur. The retail, healthcare, and industrial/supply chain industries will likely see the greatest growth. Forrester Research has predicted the IoT will become “the backbone” of customer value as it continues to grow. It is no surprise that retail is ...
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. Digital Transformation (DX) is a major focus with the introduction of DXWorldEXPO within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of bus...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, @CloudEXPO and DXWorldEXPO are two of the most important technology events of the year. Since its launch over eight years ago, @CloudEXPO and DXWorldEXPO have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, we provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading...
DXWorldEXPO LLC announced today that "Miami Blockchain Event by FinTechEXPO" has announced that its Call for Papers is now open. The two-day event will present 20 top Blockchain experts. All speaking inquiries which covers the following information can be submitted by email to [email protected] Financial enterprises in New York City, London, Singapore, and other world financial capitals are embracing a new generation of smart, automated FinTech that eliminates many cumbersome, slow, and expe...
Cloud Expo | DXWorld Expo have announced the conference tracks for Cloud Expo 2018. Cloud Expo will be held June 5-7, 2018, at the Javits Center in New York City, and November 6-8, 2018, at the Santa Clara Convention Center, Santa Clara, CA. Digital Transformation (DX) is a major focus with the introduction of DX Expo within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive ov...