Giffgaff tops Which? Customer satisfaction survey

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Budget MVNO beats Tesco Mobile to top poll of thousands of mobile phone consumers

Giffgaff has been named as the UK’s top contract and PAYG provider by 3,500 consumers polled for the Which? Mobile Satisfaction Survey.

Mobile networks and MVNOs were graded on 3G/4G coverage, customer service, ease of contacting the provider, value for money and incentives to give an overall customer score.

Giffgaff received a customer score of 82 per cent for contracts with a customer score of 82 per cent with Tesco Mobile was second with 73 per cent. The top two were followed by O2 (65 per cent), Virgin Mobile (65 per cent), Three (63 per cent), Talkmobile (61 per cent), EE (57 per cent) and Vodafone (55 per cent).

Giffgaff only offers unlocked phones and monthly allowances, it does not offer long-term contracts. Customer service is handled by ‘Giffgaffers’ who answer each others’ queries via the MVNO’s website. It is wholly owned by O2.

In the PAYG section, Giffgaff received a customer score of 75 per cent with Tesco Mobile again the runner-up with 67 per cent. Three was third with 66 per cent followed by O2 (62 per cent), Asda Mobile (62 per cent), Virgin Mobile (59 per cent), Vodafone (53 per cent) and EE (40 per cent).

“Giffgaff is loved by its customers – a rare feat for a mobile provider,” said the Which report. “It was named Best Telecom Services provider at the 2014 Which? Awards, and is the top-scorer for both contract and pay-as-you-go deals in this year’s satisfaction survey.

“Giffgaff can afford to keep its prices low because it doesn’t have shops or call centres. Everything is done through its website.”

1 COMMENT

  1. I live in the western isles i was in point which is just outside stornoway and i could not get a phone signal which is prety poor considering that vodafone works great for phones and internet considering that o2 is supposed to be a good company i feel that the coverage for people like myself and others is prety poor i also feel that because i live on an island i could say that i feel that im and we are discriminated due to costs but that we should get the same sevice as people living elsewhere in the uk so is there something that could be done even if that means sharing a phone mast with other companies it would be better to keep customers rather than lose them i look forward to youre reply thanks

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