Tesco Mobile achieves 5th place for customer satisfaction among 287 UK companies

By Adrian Vincent - 28 Jan 2024, 12:42 Tesco Mobile achieves 5th place for customer satisfaction among 287 UK companies

In its latest bi-annual report for January 2024, The UK Customer Satisfaction Index (UKCSI) ranked Tesco Mobile in an impressive 5th place for customer satisfaction, among 287 companies across 13 sectors.

In addition, Tesco Mobile, alongside Ocado, were the only 2 companies to achieve top positions in all 5 dimensions for customer satisfaction, including experience, complaints handling, customer ethos, emotional connection and ethics.

The report surveyed UK consumers between 6th March to 11th April 2023 and 4th September to 9th October 2023. Customers were asked over 25 questions to rate the experience and relationship with companies, with over 59,250 responses.

Despite its high ranking, Tesco Mobile declined by 0.6 points for customer satisfaction over the previous year, where it ranked in 4th place, from 85.2 points in January 2023 to 84.6 points in January 2024. However, the overall sector for Telecommunications & Media saw a steeper decline at 1.1 points, from 75.8 in January 2023 to 74.7 in January 2024.

giffgaff and Sky Mobile were the only other mobile networks to achieve top 50 positions, ranking 23 and 42, respectively.

In total, 11 mobile networks were among the 287 companies included in the report, including BT, EE, giffgaff, O2, Plusnet, Sky Mobile, Tesco Mobile, Three, Utility Warehouse, Virgin Mobile and Vodafone. However, ranking positions outside the top 50 were not specified.

This report aligns with Ofcom's recent complaints data for July to September 2023, which placed Tesco Mobile as the 3rd least complained about mobile network, with 3 complaints per 100,000 customers.