Ofcom’s annual report into customer service reveals the networks that offer the most satisfaction – and it’s not who you think
The mobile phone has become part of daily life, but sitting with your existing supplier and putting up with the pain doesn’t have to be part of the deal. Ofcom has just released the results of its satisfaction survey, revealing the best mobile networks for shoppers who want a smooth experience.
Published annually, the report examines overall service, perception of signal strength, how satisfied customers are with value for money, as well as how often complaints pop up and how will they are handled. None of the major networks top the charts, suggesting they all have work to do to satisfy customers.
According to Ofcom, GiffGaff and Tesco Mobile offer the highest level of satisfaction of all the suppliers tested. These two beat Vodafone, EE, O2 and Three, despite both running on the O2 network.
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A big part of the equation is the perception of value for money. Here, Tesco Mobile tops the charts thanks to its competitive prices, while GiffGaff comes just behind. Tesco Mobile offers a 30GB SIM-only tariff for £12.99 a month (or £10.50 with a Clubcard); GiffGaff will give you 50GB of data for £12 a month SIM only.
Perception of value is where Vodafone and O2 struggle, regardless of whether they are actually good value for money or not. Vodafone’s 30GB Red plan is £19 a month (and that’s currently discounted), while O2 is offering 50GB data for £15 a month, so it’s easy to see why GiffGaff and Tesco Mobile networks feel cheaper – because they are.
GiffGaff 30GB SIM only deal
£12/month
GiffGaff
See the deal
GiffGaff, one of the top-rated mobile phone suppliers for customer satisfaction, has a 30GB SIM only deal for £12
However, customers on O2 expressed that they weren’t happy with the signal strength, while both GiffGaff and Tesco Mobile customers were satisfied, despite all these suppliers running on the same 5G network.
That might suggest that savvy shoppers choosing GiffGaff or Tesco Mobile have lower demands, or that O2 customers expect more, because it’s a larger network. If you are interested in an O2 plan, then you can shop the network’s deals here.
Of the big networks, the Ofcom report highlights that Three customers aren’t happy with how complaints are handled, highlighting that Three might want to look at its customer service provision, while O2 is highlighted as having the longest waiting time to have a call answered by the supplier.
The results are clear, while most customers are satisfied with their mobile phone network overall, those with Tesco Mobile and GiffGaff have more to be happy about, being the most satisfied shoppers overall.
Tesco Mobile – see the best deals here
GiffGaff – see the best deals here
Is it time you switched?
If you’ve been on your current tariff for a long time, then you could save money and get a better experience if you switch networks. While some of the larger networks offer more bundles and incentives, like a discounted Disney+ subscription for example, cash remains king and taking the data you need at the price that’s right is still the smart thing to do.
Switching networks is incredibly easy, especially if you’re keeping your handset and just getting a new SIM. As long as you’re out of your current contract, you can move supplier quickly and easily. All you have to do is text PAC to 65075, and you’ll receive a switching code.
You then give the PAC code to your new supplier and the switch should be completed within one day. It’s that simple – so if you’re still spending money on a bad experience then shop around and switch.