Sat, 20 Oct 2018

Mobile customer satisfaction survey ranks Vodafone the worst

By Sheetal Sukhija, South Korea News
25 Apr 2018, 00:21 GMT+10

LONDON, U.K. - In the latest annual mobile customer satisfaction survey carried out by Which?, Vodafone has yet again been rated the worst mobile network.

Ofcom released its latest quarterly report about telecoms complaints last week, in which, Vodafone shared the top “most complained about mobile network” position with BT. 

This is for the seventh year running that Vodafone was ranked at the bottom of the Which? survey on mobile customer satisfaction.

However, reports pointed out that in Which?'s survey of 3,683 members, the other three biggest mobile networks - EE, O2, and Three - was ranked in the range of 'average' and 'disappointing.’ 

Incidentally, Which? pointed out that the smaller networks that operate mobile virtual networks managed to fair quite well with customers noting their good service and value for money. 

Meanwhile, the survey report showed that Vodafone came out with the worst overall customer satisfaction score, standing at 49 percent, with 16 percent of customers telling the consumer rights watchdog that they wouldn't recommend the network to friends and family. 

Further, 15 percent of customers also ended up with an incorrect or unexpectedly expensive bill.

In addition, the mobile network received 11 percent customer service score. 

EE was ranked second from bottom with an overall score of 56 percent.

The survey noted that 14 percent of customers paid over 50 pounds a month and that the network had very poor value for money. 

In addition, 17 percent of surveyed customers felt that their bill was too expensive.

O2 on the other hand scored an overall share of 61 percent.

18 percent of the customers complained about unwanted marketing communications and 54 percent were appreciative of the all the perks afforded by O2's priority services. 

Commenting on the findings of the survey, Alex Neill, Which? Managing Director of Home Products and Services, said, “The biggest providers are lagging behind smaller rivals who are doing a better job of giving customers what they want in terms of service and value for money. Customers who are fed up should look to switch provider as soon as they can. New reforms will soon mean that mobile customers will be able to switch provider by text message, which we hope will make it quicker and easier for customers to seek a better deal."

At the other end of the list, Three, with 64 percent was on top of the main providers, being scored highly on the value for money scale and received 71 percent approval.

However, 30 percent of customers claimed to have suffered from poor signal. 

According to Which? surveryors, a third of customers had left Three over the past two years so they could get better signal with a different network. 

Yet, a whopping 86 percent of those people said they would recommend the networks to friends and family.

Meanwhile, Utility Warehouse received an overall score of 86 percent and was closely followed by GiffGaff with 81 percent score.

Sky Mobile received 79 percent, Asda Mobile got 75 percent, and Tesco Mobile got 75 percent. 

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