87% of mobile customers are satisfied with the service from their provider overall, finds survey
August 2023 - Telecommunications
87% of mobile customers are satisfied with the service from their provider overall: A survey by Ofcom has revealed that 87% of mobile customers are satisfied with the service from their provider overall, with just 4% revealing they are dissatisfied.
Ofcom’s seventh annual report, Comparing customer service: mobile, landline and home broadband looked at how customer service levels for residential customers compare across the telecoms industry. Its purpose is to help people make an informed choice with a focus on customer service but also touching on factors such as availability and price.
Just over two-fifths of those who said they were dissatisfied with the service they received from their mobile provider said that the main reason was because of poor reception or coverage in an unspecified location.
Mobile users were more likely to be satisfied with their service provider than broadband customers (82%) and landline customers (77%) found the research.
The mobile providers who had higher than average satisfaction rates were giffgaff and Tesco Mobile (both 95%), while Virgin Mobile's customers were found to have lower than average satisfaction rates (81%), according to the report.
When it came to satisfaction with reception and signal strength, the average satisfaction score was 81% with Tesco Mobile receiving the top score (92%), while Three and Virgin Mobile both scored 75% -- below average. Tesco Mobile and giffgaff scored most highly for satisfaction with value for money (95% and 93%) with the average score being 82%. At the bottom of the table in this area were EE (74%) and Vodafone (76%).
The research also found that 12% of mobile customers had a 'reason to complain' in 2022, an increase from 9% the previous year (2021 survey. The most likely to say they had a reason to complain were BT (18%), Three (21%) and Vodafone (17%) customers, while iD Mobile (4%), O2 (9%) and Tesco Mobile (7%) customers were less likely than average to have had a reason to complain, found the research. In terms of those who actually went on to make their complaint, the survey found that 71% took that step.
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