Tesco Mobile, Giffgaff and Sky Mobile Make UK Customer Satisfaction Top 50

The Institute of Customer Service (ICS) has today published their first biannual UK Customer Satisfaction Index for January 2024, which reveals that three telecoms providers made it into their table of the country’s top 50 organisations, including Tesco Mobile (5th), Giffgaff (23rd) and Sky Mobile (42nd). The odd broadband ISP also gets a nod.

The research typically reflects the results from a large online survey of over 15,000 consumers – balanced to be representative of the UK adult population, which asked each of them about their experiences across 287 different organisations (a total of 59,250 responses were gathered). This was then used to produce a score out of 100 for each organisation.

Overall, the “Telecommunications & Media” sector reported a -1.1 point fall in its general ranking – going from a score of 75.4 in July 2023 to 74.7 today. But once again Tesco Mobile, Sky Mobile and giffgaff managed to make the top 50 list, although it’s worth noting that only Tesco Mobile (from 7th to 5th) and giffgaff (from 34th to 23rd) actually improved their ranks. By comparison, Sky Mobile fell from 16th to a dismal 42nd.

However, it is worth noting that broadband ISP TalkTalk and mixed utilities’ provider Utility Warehouse were separately named as two of the top 20 “most improved” organisations. For example, TalkTalk increased its score by +2.2 points, going from 68.8 last year to 70.9 today. Similarly, Utility Warehouse jumped by +3.4 points, going from 75.4 last year to 78.8 today – putting them very close to making it into the wider top 50 table.

Sadly, the full report doesn’t include scores for all of the UK mobile and broadband providers surveyed, only those that ranked high enough to be listed in the top tables.