Telecoms providers operate under increasingly stringent regulatory requirements designed to protect consumers and ensure fair service delivery. Ofcom, the UK's independent regulator for the communications industries, has established standards that require providers to deliver good quality service, protect customers from unfair billing practices, and provide support for vulnerable consumers.
These regulatory requirements are more than just compliance obligations but are real reflections of customer expectations. Providers who meet these standards will gain competitive advantages through improved customer retention, reduced complaints, and stronger brand reputation, but achieving excellence across all customer touchpoints will require precision that is only possible through accurate location data.
The need for precision
Meeting these regulatory standards and customer expectations becomes much more achievable when providers leverage relevant insights like location data. Instead of relying on broad geographic assumptions, providers can use precise data to pinpoint areas where service quality can be enhanced.
Most importantly, accurate location data empowers providers to identify and support vulnerable customers more effectively, enabling tailored services that align with regulatory requirements and customer needs.
Transforming service delivery through location intelligence
Using Unique Property Reference Numbers (UPRNs) as definitive identifiers, providers can move beyond postcode approximations to address-level accuracy that supports precise service planning and delivery. This precision becomes particularly valuable in relation to network expansion. Rather than relying on broad coverage maps, providers can use accurate location data to identify specific low-coverage areas and target network improvements to underserved communities.
Ordnance Survey's National Geographic Database (NGD) provides the comprehensive foundation for this transformation. NGD Address Theme delivers precise property identification that eliminates address ambiguity, while NGD Buildings Theme provides detailed structural information, including building heights and attributes, age, and construction characteristics that help providers understand coverage requirements and potential challenges for new connections. NGD Land Use offers an environmental context, identifying residential areas, commercial zones, and community facilities that require particular attention.
Together, these datasets enable providers to understand service requirements more granularly, supporting more accurate service planning and targeted customer support initiatives.
Enabling regulatory compliance and customer care
Accurate location data improves customer identification and service delivery, helping providers meet regulatory standards. It facilitates seamless customer porting between providers by supporting initiatives like One Touch Switching (facilitated by TOTSCo), eliminating address-related complications and ensuring smooth service transitions.
For vulnerable customer support, linking demographic information to precise addresses enables providers to identify and prioritise individuals during outages and emergencies. This targeted visibility helps meet Ofcom’s requirements for supporting vulnerable consumers and strengthens customer relationships through responsive care.
The competitive advantage of using location data
Providers that leverage accurate location data to improve customer experience gain significant competitive advantages in markets where service differentiation is becoming increasingly important. The ability to deliver precise service and targeted support can improve customer loyalty in an already competitive sector.
As regulatory requirements continue to evolve and customer expectations rise, successful providers will be those that use location intelligence to deliver consistently excellent customer experiences. For telecoms providers committed to customer satisfaction excellence, accurate location data provides the precision needed to meet regulatory standards while exceeding customer expectations.
Find out more about how OS data can support telecoms customer experience by clicking below, and get in touch with the OS team to discover how location intelligence can enhance your customer satisfaction initiatives.
