Skip to main content

TalkTalk Loses 43,000 Subscribers Over Customer Service Lapse

TalkTalk is in for a rough ride as the UK based broadband services provider loses 43,000 customers in the second quarter.

The company has been losing customers who are fed up with the poor customer service it offers to them. TalkTalk, which was ordered to pay a fine of £3 million for overbilling customers, is struggling with a falling revenue and customer base.

The company reported second quarter revenue of £421 million, which is a lot less than the £443 million reported in the second quarter last year.

Meanwhile, broadband sales for the second quarter were at £307 million, a drop of £7 million from the second quarter last year. The revenue for the first half of 2011 also reduced 5 percent to £844 million from £887 million one year ago.

TalkTalk chief, Dido Harding, pointed out that despite the slump in customer numbers, their turnaround strategy is well on track reports The Independent (opens in new tab).

"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," said Harding.

"This reflects our priority to improve customer experience and make our end to end systems and processes both more effective and more efficient", she added.

Ravi Mandalia

Ravi Mandalla was ITProPortal's Sub Editor (and a contributing writer) for two years from 2011. Based in Ahmedabad, India, Ravi is now the owner and founder of Parity Media Pvt. Ltd., a news and media company, which specializes in online publishing, technology news and analysis, reviews, web site traffic growth, web site UI. Ravi lists his specialist subjects as: Enterprise, IT, Technology, Gadgets, Business, High Net Worth Individuals, Online Publishing, Advertising, Marketing, Social Media, News, Reviews, Audio, Video, and Multi-Media. He has also previously worked as Dy. Manager - IT Security at (n)Code Solutions.