The scores are in for customer satisfaction for mobile networks. Two relatively small providers – Giffgaff and Utility Warehouse – came first and second respectively with 81% and 76%, which may surprise some. Unfortunately it was bad news for EE and Vodafone who are bottom of the class, scoring just 50% when it comes to customer satisfaction.
Giffgaff, and Utility Warehouse were praised by customers for delivering value for money, as well as being easy to contact for help and advice. The two providers are known as MVNOs, or ‘mobile virtual network operators’, which is just fancy talk for piggybacking onto the mobile networks of larger companies.
The results are from the sixth Which? survey based on customer experiences. It’s a blow and a case of déjà vu for the two providers who were bottom of the pile in the same survey last year. Back in 2016, EE and Vodafone scored just 49% – only beaten to the bottom spot by Lebara (if you’ve never heard of them, they specialise in cheap international calls).
If you’re the generous sort, you’d point out that both EE and Vodafone scored a little better this year by a single percentage point; but less than a quarter of their customers (22% and 24% respectively) would recommend the mobile providers to friends or family.
Giffgaff, on the other hand are enjoying their second year in the top spot and their 81% satisfaction rating is a 2% increase on last year’s winning figure. In stark contrast to EE and Vodafone customers, 70% of Giffgaff subscribers would be more than happy to recommend the provider to others.
The survey also found that just 26% of people had switched mobile phone provider in the last two years. Critics have blamed the long-winded and often complicated process of switching provider for the low figures. In response, industry regulator, Ofcom, has set out proposals that they believe will make life easier for customers.
Ofcom’s proposals include something called ‘a gaining provider led process’ – basically, all that means is that it’ll be down to your new provider to sort out a switch (a bit like how energy switches happen). It’s hoped that streamlining the whole process will encourage people to move mobile provider if they’re unhappy and in turn shake up the industry.
But you don’t have to wait for Ofcom’s proposals to come to fruition to do something about switching. If you’re not happy with the deal or the customer service you have right now, then now’s the time to do something about it.