Juniper Research Names Top UK Mobile Operators for Satisfaction
A new Juniper Research survey of 3,300 UK mobile subscribers has named the top mobile network operators with the highest overall levels of customer satisfaction (measured by net promoter score). Tesco Mobile ended up ranking highest for overall customer satisfaction, with an NPR (Net Promoter Rating) of 93%. But it’s bad news for Three UK.
Specifically, from the survey analysis, it was determined that 65% of Tesco Mobile’s subscribers stated that they are ‘very satisfied’ with the overall services offered by the company; the highest of all operators surveyed. The survey found Tesco Mobile subscribers are the most satisfied with the cost of their subscription and the geographical coverage provided. The latter is particularly interesting given that Tesco is an O2 based virtual operator, which ranks somewhat lower.
Top 5 UK Mobile Operators for Satisfaction
1. Tesco Mobile – 92%
2. giffgaff – 91%
3. EE (BT) – 86%
4. iD Mobile – 86%
5. Sky Mobile – 85%
On the other hand, Three UK was ranked the lowest for subscribers’ overall satisfaction, with it having the highest number of subscribers stating that they have had a negative customer service experience. Additionally, factors such as poor network coverage and slow data (mobile broadband) speeds were also found to be regular complaints left in Three UK’s ‘community forum’, with these factors contributing to the poor score.
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The other two major mobile operators, Vodafone and O2 (Virgin Media), also ranked in the bottom half of the table, although their scores were overall much higher than Three’s.
However, Three UK is not the only operator to report negative experiences by its subscribers. Whilst Three generates the highest number of negative experiences, operators including giffgaff, Vodafone and Sky Mobile were conversely found to be “not far behind“, which is despite ranking highly for general satisfaction. When asked about their negative experiences, figure 3 below highlights the top issues faced by UK mobile subscribers.
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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, BlueSky, Threads.net and Linkedin.
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I find it interesting that 4 out of 5 are all NVMO’s. Fair play to EE for coming 3rd.
It’s baffling that Tesco and giffgaff can score so highly but O2 so low. Especially considering that giffgaff is online only with no phone support! I can only assume that their customers have much lower expectations and are maybe more casual users and the fact that it’s cheap lowers their expectations. Having been a giffgaff user for many years, I never needed any customer support and it was only when I moved to 1pmobile (EE) that I realised how poor the speed and coverage was with O2.