Customer Behaviour

A consumer watchdog has named mobile phone giants Vodafone and EE as the worst big brand providers in Britain. Both companies scored 49 out of 100 in a Which? customer satisfaction survey to share the foot of the table.

They managed just two out of five stars for value for money and ease of access to technical staff when users had technical problems.

For incentives to keep customers loyal, EE scraped just one star – and only managed two for overall customer service, according to the Mirror.

Vodafone received two stars for trying to hang on to customers but was awarded three for customer service.

Contract free mobile network GiffGaff came top with 79 out of 100, beating all the big names including Three, O2 and Virgin Mobile for the second year running.

Alex Neill, director of campaigns and communications at Which? said: “Our latest survey once again shows that the major mobile providers are still failing on the basics of customer service.

“Telecoms are an essential part of modern life and so providers need to start delivering for their customers.”

International calls specialist Lebara fared the worst and came last out of 12 providers with a score of 46.

In a statement Vodafone apologised to customers and said: “We realise how frustrating it is for our customers when things go wrong, which is why we are working hard to improve our customers’ experience.

“Due to new processes we have put into place, helped by significant additional call centre resources, we believe that customers will see improvements over the coming months.”

EE said it had slashed customer complaints by 50 per cent in the last year. A spokesperson added: “We continue to transform our customer service and are committed to providing the best experience for our customers.”

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