The latest biannual UK Customer Satisfaction Index from the Institute of Customer Service, which reveals the top 50 organisations for customer service, finds that the only two telecoms companies to have made it into the top table – mobile operators giffgaff and Tesco Mobile – have improved their ranking.
Overall the telecoms and media sector has seen its score out of 100 rise a little bit from 74.7 in July 2019 to 74.8 in January 2020, although the sector is still behind almost every other category except local public services (73.6), utilities (72.3) and transport (71.2). The top performing sector was retail (non food) on a score of 80.3.
Meanwhile giffgaff scored 82.8 and ranked 14th (up from 19th on a score of 82.5 in July 2019), while Tesco Mobile scored 81.7 and ranked 27th (up strongly from 49th on a score of 80.5 in July 2019). We should point out that this top 50 excludes smaller but often higher rated providers, which we know because broadband ISP Zen Internet usually scores above 90 but they aren’t even included in the main ranking.
Despite the poor showing it’s worth noting that several major broadband ISPs and mobile operators do appear in the UKCSI ranking for the top 20 “most improved organisations“. For example, Sky Mobile (Sky Broadband) saw their score rise by 5 points to total 78.7, while EE jumped by 3.5 points to 76.8, Utility Warehouse added 3.1 points to 77.1 and finally BT increased by 3 points to hit 70.9.
By Mark Jackson