News : EE, Vodafone Rated Worst in Which? Customer Service Survey
London, UK, May, 2017 -- EE and Vodafone have been rated as the worst mobile phone providers in Which?’s annual mobile phone customer satisfaction survey. The companies received poor feedback from their users and only managed customer scores of just 50 percent.
The best rated providers were GiffGaff, with a score of 82 percent, Utility Warehouse at 76 percent and Tesco Mobile with 74 percent. All three received 'four stars' for customer support compared to just two stars for EE and Vodafone.
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Which? noted that Vodafone and EE had done poorly in the survey since it first started in 2012. Despite EE’s strong mobile coverage and fast 4G speeds, only one in five of its customers would definitely recommend EE (22%) to a friend or family member. Only a quarter (24%) of customers would recommend Vodafone.
The highest rated network operator was 3 UK, in seventh place with a score of 64 percent, while O2 came tenth with 62 percent.
The survey also found that a quarter of mobile customers (26%) had switched provider in the last two years. Which called on the government to do more to make switching provider easier. The group said Ofcom's recent proposal on switching by text messaging would still require consumers to do a lot when looking to exit a mobile contract and providers should shoulder more of the burden.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Right Metrics?
More Editorial From Which?
Which? is a brand name used by the Consumers' Association, a registered charity (No. 296072), and company Limited by Guarantee (No. 580128), which is based in the United Kingdom. It exists to promote informed consumer choice in the purchase of goods and services, by testing products, highlighting inferior products or services, raising awareness of consumer rights and offering independent advice. The association owns several businesses, including Which? Limited which publishes Which? magazine, Which? Financial Services Limited (Which? Mortgage Advisers) and Which? Legal Limited.
Published: Thursday, June 1, 2017
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