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Posts: 5,992
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Registered: ‎11-04-2012

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

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? 

 

20**Personal info** 13_17_07-which_mobile_networks_survey_2019.png (714×592).png

 

20**Personal info** 13_25_52-• UK_ Mobile network market share 2018 _ Statista.png

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Posts: 69,298
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Registered: ‎14-01-2013

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

I'm pretty poor at maths (with the exception of medicinal mathmatics lol).

 

However, how did Giffgaff with16/20 stars, score higher than Utility Warehouse with 18/20 stars?

 

I wonder what algorithm was used Confused

*The Game Is On*


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

well spotted @Cleoriff 

10/1 Crazy LOL



Posts: 5,992
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Registered: ‎11-04-2012

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

[ Edited ]

Must be because it's a WRP, a "Which? Recommended Provider", @Cleoriff .

 

Here's the breakdown of MNO used by each of the MVNOs, if it helps:

 

20**Personal info** 17_15_05-Best And Worst UK Mobile Networks 2019_ GiffGaff, EE, O2, Vodafone And More - Wh.png

 

Original article here:

https://www.which.co.uk/reviews/mobile-phone-providers/article/best-mobile-networks-overview

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Posts: 86,644
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Re: Customer Satisfaction - Which? UK Survey puts MVNOs top the chart!

Tesco got 17 stars too.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Registered: ‎25-11-2014

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

[ Edited ]

@MI5 wrote:
Tesco got 17 stars too.

We’ll have less of that talk, if you don’t mind  Smiley Indifferent

 

All scores have been verified by Diane Abbott, no less.  Smiley Wink

 

Actually, the maths is quite simple, but the star ratings don’t reflect the overall customer satisfaction score. giffgaff’s 16/20 should have given them a score of 80%, but they’ve actually received 87%. As has been pointed out, Utility Warehouse should (on the face of it) be the clear winners, but their 18/20 (i.e. 90%) has only earned them 81%.

 

The table notes do offer the following clarification, which might shed some light on their thinking:

 

Customer score combines overall satisfaction and likelihood to recommend.

 

And that particular data isn’t presented on the table itself.

 

If you weren’t already doing so, I’d suggest that you take the results of this poll with a large pinch of salt Smiley Wink

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Registered: ‎14-01-2013

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


@Ian_ wrote:

 

If you weren’t already doing so, I’d suggest that you take the results of this poll with a large pinch of salt Smiley Wink


I have taken my pinch of salt @Ian_  as despite what the graph/survey? shows, I'm sticking with O2 wink

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

I'm not moving from O2 either ... ... ... well convenient for me all round

*possum si vollo* *per ardua ad astra*



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

@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 thinking

 

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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Registered: ‎11-01-2014

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

[ Edited ]

@Ian_ 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 thinking

 

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. 


O2 just don't seem to care anymore what-so-ever @Ian_  ... but ... there is an O2 store in Skipton, where I live & the staff, barring the Saturday student ones, are always very helpful ... I only go into the store now during the week to see Stavros, long time manager of the store, & his excellent staff 

No forgetting the help I get here on The O2 community

*possum si vollo* *per ardua ad astra*



I don't work for O2
Xperia L1 - The Android Army Marches Onwards
Acer Aspire 5750 laptop
Unlimited Sky Broadband
MI6 - Commander Jane TOP SECRET - Status 00 Licensed To Type - HER MAJESTY'S SECRET SERVICE + pic of a very young Lois Maxwell (have mug to prove it) - Promotion tbc to Data Entry