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Yonder Names Best UK Mobile Operators for User Satisfaction

Friday, October 23rd, 2020 (12:30 am) - Score 1,152
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Mobile network operators giffgaff and Tesco Mobile have both come top of a new survey conducted by management consultancy firm Yonder, which attempts to identify the best performing UK mobile networks for customers under lockdown (COVID-19).

Giffgaff was also named as the fourth best performing business across all sectors under lockdown, following Netflix, Amazon and Amazon Prime. Tesco Mobile followed closely in fifth and O2 was eighth out of 65 brands. Sadly, Virgin Mobile (Virgin Media) was the lowest ranking of the mobile networks, placing just 58th out of 65 in Yonder’s Opportunity Index.

In terms of the methodology for all this. Yonder spent two weeks over the summer (2020) conducting a life-logging study of people in their own homes across the country, to understand in detail the outcomes that matter to them individually and collectively. The firm then asked 4,000 UK people to rate 72 leading high street and household names on the 10 outcomes identified as the greatest drivers of their choices, behaviour and engagement with brands.

The CEO of giffgaff, Ash Schofield, said: “When the pandemic hit, as giffgaff the mobile network run by you, we knew our members would be key in helping us shape our response. We’ve always challenged ourselves to do mobile differently – to harness the power of people, and in today’s unprecedented times, we’ve found our values and ambition to put community first are more relevant than ever before. We’re honoured that Yonder’s Opportunity Index has captured that people have recognised this.”

Yonder’s Top Performing UK Mobile Operators

Mobile Industry Rank Operator Experience Score Experience Rank compared to top 66 UK consumer brands
1. Giffgaff 116.3 4.
2. Tesco Mobile 116.1 5.
3. O2 115.5 8.
4. EE (BT)
115.5 24.
5. Three UK
113.0 35.
6. Vodafone 110.6 46.
7. Virgin Mobile 110.1 56.

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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 Twitter, , Facebook and Linkedin.
Leave a Comment
5 Responses
  1. JitteryPinger says:

    I fond it interesting how these random surveyors turn up and shake up the leaderboards now and then.

  2. Lee says:

    How is three even on there.
    Three’s home broadband service is a disaster and deteriorating by the day.
    The service can barely manage 0.4 mbps download at all times and this is in London.
    Service managed 20 mbs consistently when I first subscribed 2 years ago.
    I have no idea whats going on and why other subscribers give varying opinions from excellent to crap.
    Survey must of being for phone service only.

    1. Stephen Wakeman says:

      It might be hard to believe this but could it be due to you not being Three’s only customer?

      From much word of mouth, I too share with you an opinion of Three which is not good at all. But things like broadband service differ from one area to the next, so there will be satisfied customers as well.

      Given that unlike similar markets, mobile phone and data are comparatively quite competitive, if Three was woeful for everybody who used it, they would presumably not have any customers. And apart from that this is looking at the metric of user satisfaction which while related to service is not quite as hard of a data point. E.g. only getting 3 or 4 megs down might not impact satisfaction of a customer who does not use the connection much or only reads blogs and uses social media.

    2. Buggerlugz says:

      “if Three was woeful for everybody who used it, they would presumably not have any customers.”

      That’ll be the reason for 24 month contracts then! We can’t leave.

  3. freddie says:

    guffgaff!? LOL

    Yeah I bet if they took away the payback it would be a different story!

    [admin note: Removed offensive content – banned]

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