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Three and Tesco Mobile customers “happiest in UK”

James Pearce
January 28, 2016

Study by Network Research claims MVNO has highest NPS score (+27), while Vodafone came bottom with -2

Tesco Mobile customers are the happiest mobile customers in the UK, according to figures from Network Research.

The MVNO had a Net Promoter Score of +27, the polling firm found, the highest in the industry.

It was tied with Three on +27, while O2 (+7) and EE (+5) also showed positive scores. Vodafone came bottom, with a score of -2.

Despite tying with Three on NPS, the Network Research study found Tesco Mobile customers are the most satisfied overall driven by satisfaction for network coverage at 84 per cent and a strong indexing for customer service with 84 per cent of customers satisfied, considerably ahead of the industry average of 70 per cent.

NPS is determined by asking customers if how likely out of 10 they are to recommend the provider to a friend or family member. Eight or above gives a promoter, but five and below are detractors. Promoters – detractors gives an NPS score.

In the battle of the MNOs, Vodafone trails it’s rivals, according to the survey of 641 UK customers.Vodafone ranked lowest for data speed, customer service, and coverage. This comes just weeks after Ofcom revealed Vodafone was the most complained about network for the fourth consecutive quarter.

EE led its nearest rivals for satisfaction with data speeds (58 per cent), compared with 50 per cent for Vodafone and O2. Three was the highest carrier for call quality with 84.4 per cent of customers satisfied.

A Tesco Mobile spokesperson said: “We are delighted to see that Tesco Mobile is once again the mobile network most-likely to be recommended by customers. Were always challenging what people expect from a mobile network and remain extremely proud of our market-leading customer service.”

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