April 2011
Featured in this insight: Consumer goods & FMCG , IT & telecommunications, Retail
Satisfaction survey rates Tesco and ASDA UK's top mobile providers: An annual mobile phone survey by consumer champion Which? has put Tesco and Asda in the top position for customer satisfaction with mobile phone providers.
Tesco took a 74% share of the customer satisfaction score for its sim-only deals, with a particularly high ranking on cost due to its competitive tariffs and 12-month contracts.
This compares sharply with the 49% awarded to pay monthly customers who had signed up with the established Three network.
Mobile pay-as-you-go customers rated Asda top with 78%, while T-Mobile and Virgin Media Mobile ranked lowest in the category with a 51% and 52% score respectively.
Which? Chief Executive, Peter Vicary-Smith, commented: “The vast differences in the network’s scores show that newer players, such as the supermarket giants, give consumers more choice and are offering affordable packages without sacrificing customer service.”
Vodaphone took the highest in-store sales rating, though at a low figure of 58%. Staff knowledge and helpfulness was labelled “mediocre across the board” for all companies by the surveyants.
Mr Vicary-Smith added: “People spend millions of pounds each year buying mobiles, and many people visit high street stores specifically to get advice on different tariffs or handsets. So it’s disappointing to hear that the shopping experience isn’t up to scratch.”
View more of our sector specific insights: Consumer goods & FMCG, IT & telecommunications, Retail
