Mobile service providers (MSPs) with the best customer service in the UK

This article explores the mobile service providers in the UK that offer the best customer service, focusing on key factors such as call waiting times, customer satisfaction, and complaint levels.

Staying connected is more important than ever, whether for work, social interactions, or emergencies. Choosing the right mobile phone services can make all the difference in ensuring seamless communication. One of the key factors in this decision is customer service, as a provider’s responsiveness and support quality directly impact user satisfaction.

In this article, we will explore the mobile service providers in the UK that offer the best customer service, looking at factors such as call waiting times, overall satisfaction, and complaint levels.

Average call waiting times

When reaching out to mobile service providers, the time spent waiting on hold can significantly affect the customer experience. According to Ofcom’s customer service study, the average call waiting times varied across providers.

• Three had the fastest response time, averaging 47 seconds.
• O2 improved its waiting times, reducing from 4 minutes to 2 minutes 33 seconds.
• EE had the longest average waiting time at 3 minutes 41 seconds, an increase from 2 minutes 25 seconds.
• Other providers such as BT, iD Mobile, and Three saw their waiting times increase, while Tesco Mobile, Virgin Mobile, and Vodafone reduced theirs.

Mobile satisfaction: best and worst customer service

Customer satisfaction is a key indicator of a mobile phone service provider’s reliability. Ofcom’s study found that Tesco Mobile and giffgaff customers reported higher-than-average satisfaction levels, both scoring 95%. These providers also performed well in terms of value for money:

• Tesco Mobile: 95% satisfaction, 95% value for money
• giffgaff: 95% satisfaction, 93% value for money
• EE: 74% value for money
• Vodafone: 76% value for money

These ratings highlight the importance of selecting a provider that not only offers strong coverage and competitive pricing but also ensures a high level of customer service.

Complaints about mobile service providers

Complaints offer another perspective on customer service quality. The most complained-about pay-monthly provider was O2, with complaints primarily related to how issues were handled. In contrast, some providers had lower complaint levels:

• EE, Tesco Mobile, and Vodafone were the least complained-about mobile service providers.
• Many customer grievances involved complaint resolution processes rather than service disruptions.

Mobile service provider options

To stay connected, choosing a mobile service provider with good customer service is essential. The UK has multiple mobile service providers, including traditional network operators and Mobile Virtual Network Operators (MVNOs). Those looking for better customer service might consider Tesco Mobile and giffgaff, which have received high satisfaction ratings.

For those looking for flexibility, SIM-only deals are an attractive option. These plans often offer better value for money while maintaining reliable connectivity.

FAQ

Which mobile service provider has the shortest call waiting times?

Three had the shortest call waiting time at 47 seconds on average, according to Ofcom.

Which provider has the best customer satisfaction?

Tesco Mobile and giffgaff had the highest customer satisfaction ratings at 95%.

Which provider receives the most complaints?

O2 was the most complained-about pay-monthly provider, primarily due to poor complaint resolution.

Final thoughts

Selecting the right mobile phone service provider in the UK involves considering factors like call waiting times, customer satisfaction, and complaint records. Tesco Mobile and giffgaff stand out with their high satisfaction scores, while providers like EE and Vodafone receive mixed reviews on value for money.