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Tesco Mobile Listed in the UK Top 50 for Customer Satisfaction

Thursday, January 28th, 2021 (10:10 am) - Score 2,352
uk customer satisfaction index

The latest biannual UK Customer Satisfaction Index (Jan 2021) from the Institute of Customer Service, which reveals the top 50 organisations for customer service, finds that only one telecoms operator has made it into the latest list – Tesco Mobile, albeit with an improved score and ranking.

Overall, the telecoms and media sector has seen its score out of 100 fall again to 74.3, which is down from the 74.8 recorded at the same time last year. We also saw a similar decline during the previous mid-2020 report, which could perhaps have been at least partly attributed to the impact of COVID-19 on the sector (prior to this the sector had shown consistent improvement since 2015).

Unfortunately, the bad news this time around is that Tesco Mobile was the only telecoms operator to make it into the top 50 ranking, although it did so by improving over their previous results. The operator ranked an impressive 6th overall (up from 27th last year) and its score improved to 83.3 (up from 81.7 last year).

top_50_uk_customer_satisfaction_index_Jan_2021

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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.
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8 Responses
  1. Andy W says:

    As a family we’ve been with Tesco mobile for over 10 years and the customer service and value has always been good. But I do wish they’d move a bit faster with features. They still don’t support WiFi calling. I know a lot of other MVNOs don’t support it but Sky do and giffgaff are supposed to soon and they are also O2 MVNOs.
    Tesco/O2 has the best coverage in our rural location but can still be a bit flaky indoors so WiFi calling would be good.

  2. Pezza says:

    Interesting to see no Apple in the list. Also I think Smarty has been pretty good, even if you have to do it all by chat. Tesco would be good if it’s speeds weren’t heavily throttled by O2, does anyone know if they still do that?
    When I was with Tesco Mobile their service was fantastic.

  3. Handy andy says:

    It’s usually Tesco mobile and gifgaf who have the best customer service out of the mobile providers.vodafone has to be the worst

    1. Jack says:

      I second your opinion on Vodafone! There call centre is an embarrasment to our city (Stoke-on-Trent) with how they handle even the lightest of tasks and are so incompetent at it. I do have to say they have one of the best coverage and speeds though. O2 Is really good for customer service though if you can get through to a UK call centre.

  4. McShaneDCFC says:

    I’ve been with Tesco since April, their 4g speeds are abysmal

    1. JP says:

      The joy of using O2’s network.

    2. Handy Andy says:

      i find o2 to be good enough on 4g, but then again i only use mobile data for light work. i do my heavier stuff at home thats where fibre comes in

  5. MrTruth says:

    Good for them

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