Tesco tops Which? contract and SIM-only satisfaction survey


JV with O2 also named as the ‘Recommended Provider’ as Vodafone finishes bottom of the contract customer survey for the second year running

Tesco Mobile has topped the Which? annual survey for contract and SIM-only customers.

The report questioned more than 8,000 customers about their experiences with the mobile network to form the customer satisfaction score.

Tesco Mobile scored 72 per cent for contract, with Which? stating it “ticks all the boxes …and it’s not hard to see why its customers are satisfied.” It scored 71 per cent for prepay customer satisfaction.

The network was also named as a Which? ‘Recommended Provider’ for both mobile contract and prepay.

Tesco Mobile chief marketing officer Simon Groves said: “Tesco Mobile has had a fantastic year so far, with our customer base growing to over 3.5 million. We feel that the Which? survey reflects how the mobile market is changing – customers are not sticking to traditional operators, but instead are getting increasingly savvy and looking to newer alternatives for the best possible value and service.”

Vodafone finished bottom of the survey for the second consecutive year for contract, scoring 55 per cent – the same as last year.

The survey found that while the operator’s customers thought it was efficient in fixing problems, they were critical of the cost of calls in the UK and felt that value for money was poor.

Some of the feedback received by Which? when it questioned its members about their experience as a Vodafone customer included wanting more incentives such as free products or tickets for events or a loyalty card to use in shops; Vodafone increasing a ‘fixed’ bill yet consumers are unable to lower their tariff; and poor network coverage in certain geographical areas.