Mobile and landline customers spent longer waiting to speak to their provider last year than during the pandemic, Ofcom figures show.
In 2022, despite the impact of Covid-19 subsiding, mobile customers spent an average of two minutes and 23 seconds in a queue, up from two minutes and 15 seconds the previous year, the regulator said. Broadband and landline customers waited two minutes and 37 seconds on average, compared to two minutes and 16 seconds in 2021.
Ian Macrae, Ofcom’s director of market intelligence, said: “We’ve asked telecoms customers what frustrates them most with their providers, and the message is clear: they want to get through to the right person on the phone quickly, and have their complaints dealt with first time. With switching becoming simpler, providers that continue to let standards slip should expect customers to show them the door.”
