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04 November 201513 Comments by Jon M

MVNOs top customer service poll

customer service poll

A recent poll has shown that customers massively prefer smaller virtual mobile networks to the main players. The recent study asked users to rate the customer service and showed that industry veterans such as Vodafone and EE motivated the worst mobile networks in the UK while smaller organisations such as Giffgaff, Tesco Mobile and ASDA Mobile headed the pack.

The poll was carried out by moneysavingexpert.com and asked 10,620 users to rate their mobile provider’s customer service on a scale from “great” through “okay” to “poor”. The network that topped the table was Giffgaff scoring 65% “great responses” with only 5% of their users rating customer service as “poor”. Close behind in second, was Tesco Mobile with an impressive satisfaction rating of 63%. Third placed was ASDA Mobile and coming fourth was Virgin Mobile. It’s worth noting that all of these networks are MVNOs that actually run using other networks’ infrastructure.

Meanwhile, lingering down in last place was Vodafone scoring “great” in only 20% of responses. Perhaps worse was the fact that 28% of their customers rated the service as “poor”. Barely escaping the booby prize was it EE (including its Orange and T-Mobile brands) which shockingly only was scored “great” by 22% of their users.

The other two main mobile networks are Three and O2, who had to be satisfied with mid-table mediocrity being rated great by 40% and 33% of their userbase respectively. Both had relatively high numbers of “poor” verdicts with 12% of their users giving them the lowest grade.

The poll was especially surprising since MVNOs were evaluated so well. For example, ASDA Mobile actually run’s on EE’s backbone yet their “great” score was 54% vs 22% and only 14% of users decided their service was “poor” compared to 24% for EE.

Analysing the results, it should be clear that you don’t have to go with a big name to get great customer service. And just because you’re paying more with a major network, doesn’t mean you should expect to get a superior experience. ASDA Mobile has always been marketed as a budget network yet they completely outperformed their host network, EE, despite using the same infrastructure. Here’s the results in full:

Rank Network Great OK Poor
1 Giffgaff 65% 30% 5%
2 Tesco Mobile 63% 33% 4%
3 ASDA Mobile 54% 31% 14%
4 Virgin Mobile 42% 44% 14%
5 Three 40% 48% 12%
6 O2 33% 55% 12%
7 BT Mobile 36% 43% 21%
8 Talk Mobile 31% 50% 19%
9 EE 22% 54% 24%
10 Vodafone 20% 52% 28%

If you’re not satisfied by your network’s service no matter what their ranking in the table above, remember it’s really easy to switch mobile network. And you can even keep your same number too. We always recommend going for PAYG or SIM-only deals because they are better value for money and you’re not locked in to a network you hate for years at a time.

Where did your current mobile network come in this consumer satisfaction poll? Do you think it’s a fair rating or do you disagree with the judgement? And which network would you switch to if you could?

13 Responses to “MVNOs top customer service poll”

  1. Ronnie 4 July 2017 at 07:03 Permalink

    They listened.That’s about as condensed an answer I can give you.
    If you had a problem it was dealt with within hours if not minutes.
    Always very pleasant and got back to you when they said they would.
    I even got free credit a couple of times for the “inconvenience ” even though it was dealt with swiftly.
    And for reasons I can’t quite fathom,the signal was better than it’s provider:\
    Such a pity they changed their whole appeal.

    • Mobile Network Comparison 4 July 2017 at 09:40 Permalink

      Makes a lot of sense. Amazing how many companies get stuff like this wrong 🙁

      • Ronnie 4 July 2017 at 17:29 Permalink

        It is,you would think in this day and age mobile companies would have sorted themselves out.
        Especially their signal and coverage.The phones they punt people are highly advanced pieces of kit only to give people antiquated service.
        At least that’s what I think anyway.There should be no such thing as a ” bad area”

  2. Ronnie 29 June 2017 at 06:39 Permalink

    Admittedly I’m with 3 on their 321 sim but the choices of MVNO out there is staggering.
    It baffles me that people would choose to sign up to a contract and pay over the odds for the latest handset.
    Wait a few months and you will get the handset for a knockdown price is what I say.
    Vanity and impatience are a very costly experience.

    • Ronnie 29 June 2017 at 06:48 Permalink

      In answer to your question.
      Although cheap as chips ,the 3 experience isa bit up and down TBH.
      For a company that can snap up other major providers (did that happen btw ?),their signal quality is all over the place.
      I persevere with it though as I’m a lazy bugger who can’t be arsed going through the whole moving providers/porting number rigmarole.
      I’m dubious about GiffGaff topping the charts though amongst others on top of 3.

      • Mobile Network Comparison 29 June 2017 at 13:41 Permalink

        Giffgaff does have some very ardent supporters. Though we’d expect their approval ratings are massively down since this survey was done…

    • Mobile Network Comparison 29 June 2017 at 13:41 Permalink

      I think it’s just as much convenience/marketing as impatience. So many people aren’t even aware there are options outside the standard high street brands.

      • Ronnie 29 June 2017 at 17:36 Permalink

        True,I done a thorough search on my computer and that is how I firstly found Lebara,then GiffGaff and finally Tello.
        GiffGaff started off so promisingly for a couple of years then the price hikes and outages started.I can’t fault the idea and business model of them but it went awry for me.
        Lebara didn’t seem to offer much in the way of anything special on the home front but I suppose their appeal was for international users.
        Tello was just simply brilliant in every way and the best experience of them all.
        Really disappointed they changed to what really amounted to a sim only type network.

        • Ronnie 29 June 2017 at 17:44 Permalink

          Being seen with the newest handset from the most popular brands is the pull there.
          Tying themselves into lengthy contracts most can barely afford I’ll bet.
          If I was a vain man I would go for a One Plus or an LG as I think they have made some nice looking phones.
          The Huawei P9 & P10 ain’t too shabby either 🙂

        • Mobile Network Comparison 3 July 2017 at 11:52 Permalink

          “Simply brilliant” – that’s high praise indeed. What did they do that was so special?


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