The Institute of Customer Service (ICS) have just published their second biannual UK Customer Satisfaction Index for July 2024, which reveals that three mobile and broadband (telecoms) providers made it into their table of the country’s top 50 organisations – Tesco Mobile (20th), Utility Warehouse (23rd) and giffgaff (32nd). But it’s not all good news.
The research typically reflects the results from a large online survey of over 15,000 customers – balanced to be representative of the UK adult population, which asked each of them about their experiences across 282 different organisations (a total of 59,500 responses were gathered). This was then used to produce a score out of 100 for each organisation.
Overall, the “Telecommunications & Media” sector reported another fall in its general ranking – going from a score of 74.7 in January 2024 to 73.3 today. At the same time, Tesco Mobile (scored 81.7) saw their ranking fall from 5th to 20th, while Utility Warehouse (81.4) entered the table for the first time at 23rd and giffgaff (80.7) fell from 23rd to 32nd.
Customer satisfaction in the telecoms and media sector was found to be 2.5 points below the UK all-sector average. The biggest fall in satisfaction in the sector is for complaint handling: the complaint handling dimension is rated at 53.3, a fall of 6.2 points compared to a year ago and 5 points below the UK all-sector average.
In addition, some 19.2% of customers had a problem or bad experience with a telecoms organisation, up by 1.7 percentage points compared to July 2023 and 3 percentage points more than the UK average. Finally, 6 of the 14 Telecommunications and Media organisations that received a UKCSI score are rated at least 2 points lower than a year ago.
Sadly, the full report doesn’t include scores for all the UK mobile and broadband providers surveyed, only those that ranked high enough to be listed in the top tables.