Industry leading plans and increased investment leads to uplift in customer satisfaction
Wednesday 10th May 2017 - TalkTalk has today reported a million customers now benefit from its Fixed Low Price Plans, reflecting the attractiveness of its simple and clear pricing.
TalkTalk’s revolutionary Fixed Low Price Plans, which bucked the industry trend of mid-contract price-hikes and rewarded loyalty by making all deals available to existing customers, have been a key driver of growth for the value for money provider over the last six months.
With a quarter of TalkTalk’s customer base now taking advantage of its simpler packages, demand for fibre internet has seen a significant increase with more than double the number of customers opting for 76Mbps Faster Fibre Broadband than a year ago.
TalkTalk’s consistent commitment to improving its customer experience has also seen significant results, with clear uplift in levels of customer satisfaction and more customers choosing to stay with the provider.*
Tristia Harrison, Chief Executive of TalkTalk said: “This has been a good year for TalkTalk. The success of our Fixed Low Price Plans demonstrates that our commitment to making our service simple, affordable, reliable and fair is the right thing for our customers and the business.
“By rediscovering our DNA as a challenger brand with a single minded focus on our customers, we will continue to provide a service that is not only value for money but one that delivers quality, rewards loyalty, and treats all customers fairly.”
Around million customers have also taken up TalkTalk’s innovative TalkSafe service after it became the first UK telecoms provider to roll out voice biometric technology. Since its launch in 2016, TalkSafe has reduced customer verification time by 80 per cent to just 12 seconds, improving the efficiency of the customer service experience while providing one of the most secure forms of identification.
New and improved technical support and repair processes has seen TalkTalk report an increase in first-time fix rates, with fewer customers with a broadband issue calling back within seven days. This, coupled with greater investment in the network to upgrade line stability and speed, has seen an increase in Net Promoter Scores (NPS).
TV continues to be a focus for the provider, with TalkTalk TV NPS currently at its highest following a positive response to the improved functionality and faster performance delivered by the next generation YouView upgrade. This endorsement was cemented by a recent public vote which saw TalkTalk TV awarded uSwitch’s TV provider of the year and more customers taking up additional content packages.
TalkTalk‘s commitment to TV has led to greater investment in the service, with improved streaming capabilities for Netflix and a substantial uplift in video quality for sports content further enhancing the viewing experience for customers. TalkTalk TV also plans to transform its mobile TV experience this year, offering a more streamlined platform, making it easier for customers to find everything they want in one place while watching more content on the go.
Notes to Editors
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TalkTalk was founded in 2003 to give people more choice, better value for money and make telecoms accessible to everyone. It has always challenged the status quo by launching first of a kind products including: free broadband at a time when people were paying above the odds; the first network-level parent controls HomeSafe; and a flexible TV service that quickly became Britain’s fastest growing TV service.