Vodafone and EE still failing for customer satisfaction

The latest Which? annual mobile satisfaction survey reveals Vodafone and EE are still performing poorly, with online provider Giffgaff coming top once more.

Vodafone and EE both scored 49% overall – joint second bottom – just above international calls specialist Lebara (46%). One in ten EE users rated customer service and the ease of getting in touch with the company as poor or very poor.

Vodafone – the most complained about pay-monthly mobile provider, was also given the thumbs down across the board by their customers.

Of the larger providers, TalkTalk performed marginally better just one place above Vodafone and EE with a score of 54%. However, with the provider also performing poorly in the recently published Which? broadband customer satisfaction survey, it’s clear they must do more to raise their game.

For the second year running online provider Giffgaff, which has no shops or call centres, tops the table. Its flexible approach selling pay-as-you-go (PAYG) Sim cards and unlocked handsets that can be used with any network, coupled with low prices, is proving very popular.

Supermarket providers Asda Mobile (72%) and Tesco Mobile (70%) occupy second and third spot respectively. Asda Mobile’s PAYG service was rated highly for value for money by customers and it increased its overall score by 10% since last year, making it a Which? Recommended Provider. Giffgaff and Tesco Mobile maintained their Which? Recommended Provider Status.

Alex Neill, Director of Campaigns and Communications, said:
“Our latest survey once again shows that the major mobile providers are still failing on the basics of customer service. Telecoms are an essential part of modern life and so providers need to start delivering for their customers.”

Notes to Editors

  1. The results were taken from a survey of 4,101 members of the British public in February 2016 with participants giving a star rating on a variety of factors including customer service, ease of contacting, value for money and incentives. The customer score is a combination of how satisfied they were with their provider and how likely they were to recommend it to a friend. Full table below
  2. Broadband customer satisfaction survey – based on a survey of 3,717 broadband, phone and TV customers conducted in December 2015 and January 2016. We require a minimum of 30 responses to give a rating or score on any particular measure. Full table below
  3. Mobile users are collectively losing out on £5.4bn a year by being on the wrong contract.
  4. We want providers to make switching easier by telling you when your contract’s about to end, giving details of the best deals for you and unlocking handsets for free
  5. Over 75,000 people have signed the Which? petition calling on providers and Ofcom to Unlock Better Mobile Deals. For more information, visit http://www.which.co.uk/unlockmobiles

Mobile provider league table

Mobile satisfaction table

Broadband provider league table

Broadband Table

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