Poor Showing for Telecoms in Top 50 UK Customer Satisfaction Index

Telecommunications (mobile, broadband ISP and phone) providers have this year given a poor showing in the top 50 UK customer satisfaction index, although two Mobile Virtual Network Operators (MVNO) did at least make it into the top list. The highest ranked was Tesco Mobile at 7th, while giffgaff trailed far behind in 44th.

The telecoms and media category of the index also includes BT, EE, O2, Plusnet, Sky Broadband, TalkTalk, Three UK, Virgin Media + Mobile and Vodafone but none of those managed to make it into the top 50. Sadly this is not much of a surprise because the telecoms and media sector is the second to last lowest rated of all (customer satisfaction of 74.3 out of 100 – a slight improvement of 0.3 points on 2017) and sadly doesn’t cover smaller providers.

By comparison overall customer satisfaction stands at 77.9 (out of 100), down 0.2 points compared to January 2018 and 0.3 points compared to July 2017 – the first time since January 2015 that two consecutive UKCSI surveys show a decline in overall satisfaction. The best rated sector was Retail (Non-food) on 82.1, while Retail (Food) came second on 81.2.

In terms of customer priorities for improvement in the telecoms sector, some 32.4% said it should be easier to contact the right person to get help, while 23.6% called for better website navigation and 21.5% wanted better billing. We should add that the index itself is produced by surveying 10,000 consumers in the United Kingdom.