ICS: Falling customer satisfaction in telecoms sector 'unsustainable'

“The falling level of customer satisfaction in the telecoms sector is unsustainable and, if it is allowed to continue, could see customers refuse to pay as they go.  With the sector also under an increasingly bright spotlight because of recent data breaches, customers will be paying close attention to the way companies react to problems and complaints.  The importance of getting it right is underlined by the fact that almost two-thirds of customers with a problem told others about their experience, meaning that unless trust is restored, the damage to reputation could have a long lasting effect.”