UK customers happy with mobile services

?UK consumers are generally happy with the service they receive from their mobile networks, according to research from Ofcom, the telecommunications industry regulator.

In its most comprehensive survey of customer service in the telecoms sector, the watchdog analysed different providers on measures such as user satisfaction, complaints handling and call waiting times.

It said the results offered “vital insights” into what phone and broadband users can expect from suppliers, helping them shop around to find the best company for their needs.

Just over nine out of ten survey respondents (91 per cent) said they were satisfied with their mobile service. Only four per cent said they had a reason to complain.

Tesco Mobile and giffgaff customers were found to be the most likely to recommend their provider to a friend.

Vodafone and Virgin Mobile users were less likely to give a recommendation, which could be linked to the fact that these companies scored below average in various satisfaction rankings, particularly complaints handling.

Tesco Mobile and giffgaff, as well as EE, generally achieved high scores against the industry average on several measures of service quality.

Ofcom's study also looked into broadband provision, finding that eight out of ten customers are happy with the service they receive.

EE posted above-average performance on broadband complaints handling and achieved the shortest average waiting time for people calling customer service lines.

Lindsey Fussell, consumer group director at Ofcom, said many customers place a disproportionate emphasis on price when choosing a mobile or broadband provider.

“There are big differences in the customer service offered by providers,” she continued.

“We're encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can't afford to let their service standards slip. If they don't up their game, customers can vote with their feet.”

Written by Mazuma

Mazuma Mobile is the UK's most trusted mobile phone recycling service.

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