Virgin Media

Telecommunications in the UK

Back to rankings

Virgin Media overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Virgin Media remains at the very bottom of the Telecommunications in the UK table – but there are reasons for optimism.

The brand has added +4 to its Overall Effort Score wave on wave, closing the gap with TalkTalk at eighth. There are only six points in it now, so we will certainly be monitoring this closely.

All four pillars are showing signs of improvements, too. Style of Communication is up by +2, Knowledge & Expertise by +4, and Valuing the Customer and Speed of Resolving Problems are both up by +5.

Last month, the business launched new AI tools to help its most vulnerable customers. Initiatives like these are a sure-fire way of moving up the table.

Style of Communication

last quarter

40% say the politeness of their customer service agents is 'good'

38% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

38% rate the expertise of the customer service agent as 'good'

36% 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'

Valuing the Customer

last quarter

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

38% say the way they understood their needs was 'good'

36% say the range of solutions or options that were suitable was "good"

Speed of Resolving Problems

last quarter

35% rate how easy it was to find the information they wanted on the website/app as 'good'

34% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

34% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'