Tesco leads mobile industry for customer satisfaction


Tesco Mobile, the joint venture mobile partnership between Tesco and O2, has come out top in the Which? annual Mobile Phone Satisfaction survey for contract and SIM-only customers. With high ratings across the board of categories, Tesco Mobile was commended for its value, customer service and range of handsets, trumping competition from industry Goliaths including Vodafone and EE.

The network was also named as a Which? Recommended Provider for both mobile contract and Pay as you go. Happy customers gave the network an impressive 72% overall score 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% for Pay as you go overall customer satisfaction.

The recognition from Which? is hot off the heels of a number of initiatives launched by the mobile provider to carve a niche in the market as a network that challenges the industry norms.

Tesco Mobile is the only network to have launched a Tariff Promise; its commitment to not raising core tariff prices in the middle of a contract. Which?’s report showed that 22% of mobile contract customers had seen an increase in their bill over the past year.

Other unique services launched by the network include:
– Family Perks — which provides one bill for up to five Pay Monthly or SIM only subscriptions under the same roof and gives useful perks such as extra data to all members on the same account
– Capped tariff – customers can fix their tariff so they only use their inclusive minutes, texts and data, and their monthly bill is never more than the cost of their tariff.

Simon Groves, Chief Marketing Officer, Tesco Mobile says:

“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.”

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