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Giffgaff and Tesco Mobile in Top 50 UK Customer Satisfaction Index

Friday, July 12th, 2019 (2:49 pm) - Score 1,394
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!

top 50 uk customer satisfaction index 2019

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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3 Responses
  1. Avatar ignis fatuus

    A bit OT for an ISP site but does anyone know why Greggs is in a “leisure” category? Rather than say “Retail(food)” or similar?

    Do people go for a swim in their cups of coffee, or do a quick bit of mountaineering on their iced cakes?

    • Avatar Rick

      maybe it should be under coffee shops / eateries?
      now that they’ve coverted to eat in as well.?

    • Avatar ignis fatuus

      Yep anything relating to food or drink would make sense.

      They have done the same for “Leisure” category thing with Subway and JD Weatherspoon (i spose getting rat ar**ed down the pub and then having a 3 day old meat sandwich could be leisure time).

      How any of them are in the same category as the likes of Spotify and Netflix though remains a mystery. Id have personally thought they were entirely different business models.

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