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Tesco Mobile customers most likely to recommend network to a friend

Thursday, April 23rd 2015 by Dean Reilly

Tesco Mobile has the highest level of customer satisfaction of any major mobile provider, with EE having the lowest, a new survey has claimed.

The findings, published by cloud-based technology provider Satmetrix, looked at levels of customer loyalty in a variety of commercial sectors, including the mobile phone industry.

It measured how likely customers were to recommend a company to others, identifying them as either Promoters (most likely to recommend a company), Passives (neither likely or unlikely to recommend) or Detractors (least likely to recommend).

Tesco Mobile scored a 55% Promoter score – the highest in the mobile survey – while 27% of customers were identified as Passive. Only 18% would actively discourage others from joining Tesco Mobile.

This gave Tesco the lowest number of negative and neutral respondents, and highest number of positive respondents in the survey.

Satmetrix also found that the Tesco Mobile customers sampled had an average age of 55, and had an average of 3.6 years of custom with Tesco Mobile.

Customers of the supermarket mobile service said that ease and accuracy of payment and billing was the most important thing driving their level of satisfaction, followed by the sign-up experience.

In contrast, only 28% of EE customers were identified as Promoters, 36% were neutral and 35% were Detractors of the mobile network – almost double that of Tesco Mobile.

The average age of EE respondents was younger than Tesco Mobile, at 47 years of age. However, the average number of years of custom was longer, at 4.1 years.

'Nasty bill shocks'

The company with the largest number of Passive respondents, neither likely nor unlikely to recommend their network, was Vodafone.

Full results of the survey saw Tesco Mobile rated first, Three came second, O2 third, Virgin Mobile fourth, Vodafone was fifth and EE sixth.

A Tesco spokesperson told Cable.co.uk: "We go out of our way to push the boundaries of what people should expect from their mobile network; introducing 4G at no extra cost, helping customers avoid nasty bill shocks by capping their contracts and our industry leading tariff promise which protects consumers from mid-contract price hikes.

"We’re extremely proud of our UK-based customer support team and praise from our customers is the best recognition we can hope to receive.

"To see that Tesco Mobile is the leader in this comprehensive survey of consumer opinion is wonderful news and shows we are doing the right thing for our customers."

The survey sampled 11,000 individuals in the United Kingdom. The data was collected between 12 January and 17 February 2015.

Between 281 and 302 customers of each of the six mobile providers were questioned.

Earlier this week, Tesco Broadband suffered over four hours of downtime one day before the company announced record losses of £6.4bn.

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