Of the 21,000 Mobile Choice readers who took part in our survey, 20 percent would rate their network’s customer care excellent, while just four percent placed it at the lower end of the scale. So while tariffs, coverage and handsets are important, these results crown the providers offering that little bit extra...
O2’s customer care is excellent, whether it is taking place in-store or via a call-centre. It not only ranks as the best mobile phone company in this area, it is one of the best retailers period. It has been a star performer in the past few years, coming first or second in Ofcom’s service satisfaction survey during that time and taking home this award last year. Ofcom says O2 customers are less likely than average to leave the network, which corresponds to less than two percent of our voters who rated its customer service as poor. Impressive when you consider O2 suffered a major network outage in the last 12 months, dealing with those issues in a way that didn’t dent its standing with customers.
Mobile Choice readers made it known how happy they were with Tesco Mobile’s customer care in the past year and it ran extremely closely with O2 in the race for this award. Just one percentage point in a couple of ratings separated the two companies and voters’ comments about Tesco Mobile in general often highlighted its customer service.
EE excelled this year when it came to its 4G rollout, offering a lot of ancillary services to back up that technology. Keen to walk people through the 4G experience, it put a lot of thought into what customers would need and the extras they could get.
Having failed to make our shortlist in 2012, Three saw a major improvement in its customer service ranking over the past 12 months. It placed third overall behind O2 and Tesco based on the votes from its users, although its call centres still fall down slightly and that did translate to a five percent rating in the poor category. Further improvement could see it fly even higher in 2014.
Vodafone had a mixed year when it came to customer service but still made the grade to bag a place on our shortlist. Exactly half of its users rated its customer service as very good or excellent, although the fifth who ranked it poor or average kept it out of the top two.
Congratulations to all of the winners. You can find all of the incriminating photos on our official MCAwards 2013 website, and a full list of the 2013 Mobile Choice Award winners can be found here!