Virgin Media

Telecommunications in the UK

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Virgin Media overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Virgin Media remains at the bottom of the Telecommunications in the UK table – as it did for the entirety of 2024, but there are reasons for cautious optimism.

With an Overall Effort Score of 38, Virgin Media’s figures for this wave are the highest they’ve ever been in the Index.

Its score in ‘Style of Communication’ was a particular driver. At 49, it is now +3 points above Q4 2024 and +2 above its previous best in Q2 2024.

In fact, all four pillars saw wave-on-wave increases. Can Virgin Media build on this next wave and overtake Three and TalkTalk in joint seventh?

Style of Communication

last quarter

37% say the politeness of their customer service agents is 'good'

39% rate the ability to communicate with them in their chosen language (other than English) as ‘good’

Knowledge & Expertise

last quarter

36% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

37% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

34% rate this brand as 'good' for how they made them feel valued/important as a customer

35% say the range of solutions or options that were suitable was "excellent"

42% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

33% rate how easy it was to find the information they wanted on the website/app as 'good'

35% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "good"

36% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'