ICS: Falling customer satisfaction in telecoms sector 'unsustainable' Institute of Customer Service 1 min read09 March 2016 Partner content Responding to Conservative MP Caroline Nokes' article and debate on BT service standards today, in which she has called for the Government to impose statutory compensation standards on the telecoms industry for poor service, CEO of the Institute of Customer Service Jo Causon said: “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.” Related Tories Criticise "Outrageous" Choice Of Football Regulator Chair Who Donated £75,000 To Labour MPs In Two Years By Tom Scotson 25 Apr