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Tesco Mobile, Sky Mobile and giffgaff in Top 50 for Customer Satisfaction

Wednesday, July 8th, 2020 (11:29 am) - Score 2,572
uk customer satisfaction index

The latest biannual UK Customer Satisfaction Index (July 2020) from the Institute of Customer Service, which reveals the top 50 organisations for customer service, finds that only three telecoms companies have made it into the top table – mobile operators Tesco Mobile, Sky Mobile and giffgaff.

Overall the telecoms and media sector has seen its score out of 100, which had been improving gradually since January 2015, fall slightly for the first time to 74.2 (0.5 points lower than a year ago). The drop was perhaps unsurprisingly recorded in the weeks after the COVID-19 lockdown was introduced. “The fall in customer satisfaction appears to have been caused by the varying performance of organisations rather than a general decline in particular measures of satisfaction,” said the report.

Meanwhile the top scoring telecoms operator this year was Tesco Mobile (82.8), which ranked 12th (up from 49th and a score of 80.5 last year). After that came Sky Mobile (81.0) on a rank of 27th (up from 152nd and a score of 76.6) and then giffgaf (80.1) on a rank of 47th (down from 19th and a score of 82.5).

Sky Mobile was also named as one of the ICS’s top 20 most improved organisations, which is easy to see from their results above. Similarly, broadband ISP BT also appeared in the most improved list after they scored 72.1, which is up from 68.4 last year.

The ICS also looked at improvement over a wider time-scale, which found that Vodafone’s average score between Jan 2019 – July 2020 was 75.5, which is up from 71.6 during the same window between 2017 – 2018. By comparison EE appeared in this list with a score of 75.3, which is up from 73.2 several years earlier.

UK-Customer-Satisfaction-Index-July-2020

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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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5 Responses
  1. Avatar JP says:

    Does the smaller number of customers reflect possitively for some of these companies or are the larger companies just terrible?

  2. Avatar Pezza says:

    Yeap would agree with this, Tesco Mobile offer fantastic customer service, with what used to be the added before Covid, the ease of talking to them in the same store you get your groceries.
    I’ve been with them before for a while, only left due to O2’s signal.

    1. Avatar Steve Cottrell says:

      Tesco mobile is an O2 MVNO, so the signal reception is exactly the same whether you are O2 or Tesco…

    2. Avatar steve cottrell says:

      whoops, should’ve read your reply closer as that was the point you were making, yes….

  3. Avatar Lexx says:

    Giffgaff isn’t really that good overall

    o2 traffic shapes giffgaff for streaming/youtube and has lowest QOS pirorty so o2 contract customers get pirorty, under 3mb/s at times but whitelists speed test sites (on top of the random packet loss where it stops working even thought got high signal level)

    Not sure but o2 might be blocking 4g+ (LTE-A, carrier aggregation) on giffgaff as my s8 refuses to use 4g+

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