• ‘No broadband price hikes’ guarantee wins customers’ trust and loyalty

Tuesday 15th November: TalkTalk has today reported an outstanding customer response to its new Fixed Low Price Plans.

The value for money provider made an unmistakable return to its challenger roots last month, by unveiling a radically simpler range of plans, which offer customers the chance to fix their price for 18 months, meaning no broadband price hikes for the length of their contract. TalkTalk also announced that it would now offer loyal customers the same market-leading deals as new customers. Both propositions are currently unique in the market.

A month after launching, ten times the usual amount of TalkTalk customers have re-contracted to take the new plans, which demonstrates the huge popular appeal of simple, affordable and fairly priced packages.

The new Fixed Low Price Plans are among a number of significant changes made by TalkTalk to put customers at the heart of its business. The company conducted an in-depth, extensive listening project over the past year which informed the new customer propositions.

Despite only being a matter of weeks in, the new propositions have further boosted customer loyalty and consideration, both of which have improved over the course of the year. The number of customers choosing to stay with TalkTalk has increased year-on-year and customer satisfaction scores are now 20% higher than a year ago.

Tristia Harrison, TalkTalk’s Managing Director for Consumer said: “The overwhelming response to our Fixed Low Price Plans demonstrates without doubt that doing the right thing for our customers is the right thing for our business.

“In an industry that is increasingly characterised by confusing pricing and preferential treatment of new customers, there’s never been a greater need for a value for money provider that rewards loyalty, offers peace of mind, and treats customers with fairness and honesty. 

“We’re proud to be on the side of the consumer and we’re determined to continue making our service simple, affordable, reliable and fair.”

Improving the customer experience

Over the last two years, TalkTalk has made major investments to improve its customers’ experience. The company has recently:

  • Reached 100% decongestion on its network, meaning improved speeds and reliability

  • Recorded its highest customer retention figures

  • Recorded its highest brand trust scores, with more customers than ever before saying they would recommend TalkTalk.


Notes to Editors

For more information please contact Clara Biu on clara.biu@talktalkplc.com or 020 3417 1259.

How TalkTalk is improving its customers’ experience

The percentage of customers who agree with the statement “TalkTalk is a brand I trust”, has significantly increased in the last six months

Customer satisfaction has increased by 23% year-on-year

Giving loyal customers the same deals as new customers is the biggest trust driver