Customer Satisfaction - Which? UK Survey puts MVNOs top the chart!

[pgn]

The "Big Four" mobile network operators (MNOs) are at the bottom of the list, unsurprising given the market share they have compared to MVNOs (see the chart further down from early-2018).

So who you gonna talk to? And with whom? 

[Cleoriff]

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@Anonymous wrote:

@Cleoriff 

I’ve been with EE for a couple of years now, and I can’t speak highly enough of them. But clearly, I’m in a minority 

I’m sure O2 would be concerned about their low ranking in this latest poll, because traditionally they’ve always been winning these kind of awards. 

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Not so @Anonymous I have family and friends on EE and they rate it highly. It all depends where you live I suspect.

[Anonymous]

I think there are a number of factors that can skew the results of customer satisfaction polls, and this latest poll isn’t necessarily comparing like for like. If you want to complain to giffgaff, then you have to submit it in writing, whereas the main networks all have call centres. Fewer complaints doesn’t necessarily mean higher levels of customer satisfaction, as unhappy customers may just be voting with their feet. 

In terms of reliability and performance, I always find RootMetrics to be a useful website.

[pgn]

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@Anonymous wrote:

In terms of reliability and performance, I always find RootMetrics to be a useful website.

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Good site, @Anonymous  - love the idea of collecting measurements from an app on the consumer's phone (a bit like SamKnows does/did for broadband speeds across the UK).

Have you contributed to the site through their app?

[Anonymous]

@pgn 

Yes, I am using their app, although I only downloaded it because EE were investigating an ongoing issue that I’d been having with WiFi calling. They wanted to know what kind of broadband speeds I was getting, and RootMetrics is the only app that they trust. 

It’s an interesting app to play around with, and is so much more than just a speed tester. 

[Projectionist]

There are other factors to consider here, not least demographics - for instance both giffgaff and Three appeal to the younger end of the market, and they are far more tolerant of poor customer service than older people, because they've known nothing else