Vodafone and Orange bottom of Which? surveyNone of the networks made a Which? Best Buy

24 April 2008

A picture of a man on the phone

Britain’s mobile phone networks fared so poorly in a Which? Online customer satisfaction poll that not one has achieved Best Buy status.

While Tesco scored the best for pay-as-you-go (PAYG) deals, and Virgin for pay-monthly options, neither lived up to the standards required of a Which? Best Buy.

Vodafone and Orange received the poorest scores for overall satisfaction in both categories.

T-Mobile PAYG customers were just as unimpressed. 

Customer satisfaction

Our survey of more than 4,600 Which? members found that the quality and speed of response to queries were particular problem areas for pay-monthly customers.

Virgin was rated best, but only 33% and 38% respectively of its customers thought these aspects of service were very good.

Which? Online editor Jess Ross said: ‘Long gone are the days when mobile phones were just for talking and texting; they now double up as MP3 players, digital cameras and personal organisers, too. 

‘But, without a single mobile phone service awarded a Best Buy in our survey, clearly the industry has some catching up to do when it comes to meeting its customers’ expectations.’

Phone security

A separate Which? poll of more than 2,000 people found that over 25% also wrongly thought their provider covered the costs of calls in between a phone being stolen and the theft being reported.

In addition, 60% of owners admitted having no security measures in place for their handset, such as using the handset’s Pin code.

Which? tips

Which? Online has some simple security steps to help owners protect their handsets:

  • keep your phone out of sight when you're not using it
  • by using the handset’s security lock (Pin) code, you stop thieves making calls
  • keep a note of the phone’s unique 15-digit IMEI number – it’s normally printed under the battery
  • if your phone is stolen, report it straight away to the police and your network provider
  • register the phone at www.immobilise.com, as this enables the police to return stolen property.