TalkTalk customers are reaping the rewards of the value for money provider’s radical changes to its business.
In a sector famed for mid-contract price rises, TalkTalk made an unquestionable return to its challenger roots last year by offering a new range of plans, which guarantee no broadband price increases for the entirety of the contract. The company also became the first to reward loyalty by making all discounts and deals available to existing customers as well as new customers. Both propositions remain unique to the market and are yet to be offered by any other UK telecoms provider.
The changes have had an unprecedented response. In the first month alone ten times the usual amount of TalkTalk customers switched to the new plans, with over 500,000 customers switching by 31st December 2016.
An additional 80,000 customers re-contracted in January, following the introduction of 12 and 24 month plans. Since then, 75% of new customers have chosen to fix their price for 24 months, demonstrating the huge appeal of having peace of mind amidst growing consumer frustration with bill shock.
In the four months in which the Fixed Low Price Plans have been available, trust and confidence in TalkTalk have also improved.
TV continues to be a growth area for TalkTalk, as over 40% of new customers chose to take a set top box in the three months leading to 31st December. During that time, the company began to roll out its next generation YouView upgrade to its 1.3 million TV customers, ahead of other TV providers. It also extended its multi-year agreement with Sky to continue providing premium Sky content including: all six Sky Sports channels alongside entertainment channels such as Sky 1; live and on-demand content from Sky Cinema; and pay-per-view service Sky Box Office.
The agreement, alongside TalkTalk’s existing relationship with BT Sport, means TalkTalk subscribers will continue to have access to every major televised football match and live sporting action in one place.
The improved design, faster experience, and ever increasing content line-up has also led to viewers watching more content through both the set top box and the company’s app-based, pay-as-you-go movies and TV streaming service, TalkTalk TV Store.
More customers than ever before now say they would recommend TalkTalk TV.
Improving customers’ experience
Over the last two years, TalkTalk has made major investments to improve its customers’ experience. The company has recently:
Invested in an extra 200Gbps capacity in its core network to improve the video streaming experience, as more and more video content continues to be watched online
Reached 100% decongestion on its network, meaning improved speeds and reliability
Become the first UK business outside the banking sector to replace passwords with voice biometrics, which is now being used by over 800,000 customers
TalkTalk’s commitment to improving its business has resulted in a significant reduction in complaints, as reflected in the latest Ofcom data.