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Giffgaff and Tesco Mobile in Top 30 UK Customer Satisfaction Index

Thursday, Jan 23rd, 2020 (12:23 pm) - Score 2,023
uk customer satisfaction index

The latest biannual UK Customer Satisfaction Index from the Institute of Customer Service, which reveals the top 50 organisations for customer service, finds that the only two telecoms companies to have made it into the top table – mobile operators giffgaff and Tesco Mobile – have improved their ranking.

Overall the telecoms and media sector has seen its score out of 100 rise a little bit from 74.7 in July 2019 to 74.8 in January 2020, although the sector is still behind almost every other category except local public services (73.6), utilities (72.3) and transport (71.2). The top performing sector was retail (non food) on a score of 80.3.

Meanwhile giffgaff scored 82.8 and ranked 14th (up from 19th on a score of 82.5 in July 2019), while Tesco Mobile scored 81.7 and ranked 27th (up strongly from 49th on a score of 80.5 in July 2019). We should point out that this top 50 excludes smaller but often higher rated providers, which we know because broadband ISP Zen Internet usually scores above 90 but they aren’t even included in the main ranking.

Despite the poor showing it’s worth noting that several major broadband ISPs and mobile operators do appear in the UKCSI ranking for the top 20 “most improved organisations“. For example, Sky Mobile (Sky Broadband) saw their score rise by 5 points to total 78.7, while EE jumped by 3.5 points to 76.8, Utility Warehouse added 3.1 points to 77.1 and finally BT increased by 3 points to hit 70.9.

top 50 uk customer satisfaction index January 2020

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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 X (Twitter), Mastodon, Facebook and .
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7 Responses
  1. Avatar photo Pezza says:

    Doesn’t Tesco Mobile still struggle to give to a data signal? Where you have 3 or 4 4G bars but can not access the internet due to traffic shaping policies by O2?

    1. Avatar photo Oliver says:

      Until recently I was with GiffGaff (for three years) who are also a MVNO using the O2 network and I imagine have the same policies in place. I never encountered a noticeable problem with signal but no data.

    2. Avatar photo Pezza says:

      I had the issue the entire time I had Tesco Mobile, about 3 years, that was also on two phones, I could be in a reasonable sized town with full 4G and have no speed. My Brother in law loves 60 miles away and he was on Vodafone with no issues, he recently moved to Tesco Mobile and has the exact same issue I did, 4G signal but no speed and he has a different phone to what I had.
      It certainly makes me stay away from any O2 MVNO.

    3. Avatar photo Ryan says:

      I quite sure in the past 02 network priority was a 3-tier 1st was 02 business and contract customers 2nd was O2 pay as you go plus Tesco Mobile 3rd was ever other MVNO.

      Not sure if it still the same.

  2. Avatar photo chris says:

    I love giffgaff. Never had any problems.

    1. Avatar photo David says:

      Yes I wonder how many people would say that if they STOPPED payback?


    2. Avatar photo Terry O'Toole says:

      David – The amount of giffgaff customers jumping on to the likes of their help forums to build up payback represent only a tiny fraction of their userbase. I’m not on giffgaff at present (currently with Voxi) but my past experience with them as well as those of my family & friends has been largely positive, especially when it has come to data usability in the last two years or so. Giffgaff used to have some severe speed throttling of their own, but it’s no longer a problem – I’ve seen 4G download speeds over giffgaff reach over 50 Mb/s at times, as well as 20 Mb/s over 3G! Of course, time & geography & network capacity at your location will vary the results, but in my experience they don’t deserve the scorn they get in some quarters today. I wouldn’t have a problem recommending them in a lot of cases.

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