TalkTalk hemorrhage customers
TalkTalk, on the back of a massive £3million fine from watchdog Ofcom, are continuing to have a lousy close of 2011 after they lost 43,000 subscribers.
The telco has been failing to sort out its billing systems and has been chided for a poor customer service. Not only that, but quarter-on-quarter revenue is down from £443m to £421m.
TalkTalk attributes some of that decline to its "reduction in the total customer base". Head honcho of the company, Dido Harding, claims that customer service is actually improving.
"We are pleased that we are delivering a better experience for our customers, demonstrated by the continuing reduction in calls into our contact centres and a significant increase in the number of customers' queries being resolved first time," she said. "This reflects our priority to improve customer experience and make our end to end systems and processes both more effective and more efficient."
However, she admitted: "There is a lag between these initiatives and improvements in customer numbers, but we are confident that the effects will soon become more apparent."
Looking to the future, TalkTalk hope things improve with customers look at using the controversial website-blocking product, Homesafe, which they launched in May. Elsewhere, they're looking at their investment of YouView - a next-generation set-top box jointly owned by the UK's terrestrial broadcasters.