Which? reveals best and worst mobile networksMobile giants O2 and Vodafone rated against rivals
17 April 2010
The latest Which? mobile satisfaction survey compares pay-as-you-go and pay monthly contract service levels from 3, Asda, BT, Fresh, O2, Orange, T-Mobile, Tesco, Virgin Mobile and Vodafone to find the best mobile network.
Which? has found there's a big difference in customer satisfaction between the best and worst mobile networks - particularly when it comes to customer service.
Alarmingly, some of the biggest mobile providers have the least happy customers for both pay as you go (PAYG) and pay monthly contracts.
Don't risk tying yourself in to 12 months or more of mediocre service from your mobile network. Check out the Which? review of the best mobile network to find which providers offer the best customer service and value for money.
PAYG vs contract satisfaction
Which? found its members spend on average £250 a year on mobile phone contracts, and most people it surveyed are tied into contracts of 18 months or longer, so choosing the right network is important.
Which? asked 4,900 of its members about their mobile phone services in January and February 2010.
Pay monthly contract
The Which? mobile customer satisfaction survey makes grim reading for contract customers. One mobile service provider performs well, but the average customer satisfaction rating for mobile phone contract holders is only 56%.
None of the major network providers scores well enough to achieve a Which? Best Buy rating.
Mobile network 3 comes bottom of the pack with an overall customer satisfaction score of just 45%, and a two-star customer service rating.
Pay-as-you-go customers fare even worse with an average customer satisfaction score of 55%. Again, leading mobile networks fail to impress.
But find out which low-cost Best Buy PAYG provider stands out from the crowd with an impressive satisfaction score of 83% and a five-star rating for cost.
Carphone Warehouse's Fresh mobile service, which is no longer available to new customers, had the lowest customer satisfaction score for PAYG with just 44%.
Get a cheaper mobile deal
Which? found that half of survey respondents who'd switched recently felt they'd saved money, and only 15% said they spent more after switching.
Better still, 85% found it easy to switch, so don't be put off by the thought that it's too much hassle to change to a new mobile deal - you can even keep your phone number.
But it's important to pick the right deal and with thousands of mobile tariffs on the market, the sheer choice can be overwhelming.
Get the best mobile phone
Far from mobile phones just being for calls and texts, the latest handsets let you surf the internet, download music and ringtones and watch mobile TV.
But with more functions come more opportunity for mobile problems - and with mobile contracts getting ever longer, the last thing you want is an unreliable phone that will cause you hassle a few months down the line.
Which? puts all the latest handsets from Apple, Nokia, Samsung and their competitors through rigorous lab tests, so use Which? mobile phone reviews to find out if your chosen handset is up to scratch before you buy, and for help choosing a mobile phone handset watch the Which? buyers' guide video.
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