Giffgaff and Tesco Mobile in Top 50 UK Customer Satisfaction Index

The Institute of Customer Service has published its latest UK Customer Satisfaction Index, which lists the top 50 organisations for customer service.. obviously. Overall only two telecoms providers (mobile, broadband ISP and phone) made the grade – mobile operator giffgaff (ranked 19th) and Tesco Mobile (ranked 49th).

We note that giffgaff’s score of 82.5 (out of 100) has improved from 81.4 last year, when they ranked only 44th. Meanwhile Tesco Mobile’s score of 80.5 represents a significant fall from 84.5 last year, when they were ranked 7th. Overall the related Telecommunications and Media sector’s UKCSI score (74.7) increased slightly, by 0.4 points, which is the sector’s highest score since July 2013

However the telecoms and media sector is still ranked below Retail (Non-food) 80.9, Tourism 80.2, Retail (food) 80.1, Leisure 80, Banks 79.7, Insurance 78.8, Automotive 78.5, Services 76.7 and Public Services (National) 76.6. On the flip side telecoms is at least ranked above Public Services (Local) 73.9, Utilities 72.1 and Transport 70.8.

Apparently the telecoms category also includes BT, EE, O2, Plusnet, Sky Broadband, Sky Mobile, TalkTalk, Three UK, Virgin Media, Virgin Mobile and Vodafone but none of those managed to make it into the top 50. Sadly no smaller broadband ISPs are covered by this report (not enough sample data), although they did separately benchmark Zen Internet and awarded them a score of 91!