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Top 10 customer service failures by mobile phone operators

19.07.19
Mobile phones

The consumer association, Which?, recently published their annual mobile-customer satisfaction survey. They asked 6135 of their members to rate their mobile network provider on a range of factors including customer service and value for money.

The results highlighted that the three biggest mobile operators were failing to offer their customers a satisfactory level of service, despite often costing more than smaller rivals. Vodafone, EE and O2 all finished in the bottom three, while virtual network operator Giffgaff topped the poll.

Vodafone performed the worst overall for customer service, only achieving a one-star rating for service, value for money and technical support. 20% of the Vodafone customers surveyed said that customer service was poor, including complaints and query handling.

EE, the UK’s largest mobile network, also ranked among the worst providers, with only 25% of EE customers saying they had received good or excellent service for technical support, and less than half said the same about ease of contact and customer service.

The smaller network providers came out on top of the 13 networks included in the survey. Giffgaff was rated the top network in the survey, with Utility Warehouse and Plusnet Mobile taking second and third place.

To read the full results of the Which? best and worst mobile networks survey click here

With this in mind, we have pulled together a list of the top ten most common reasons for customers to get upset with their mobile service provider:

1. Responding to enquires too slowly
2. Providing information to one call agent only to have to provide the same information to a different call agent from the same company at a later point
3. Providing information to an automated system and then having to repeat the same information when connected to a call agent
4. Receiving excessive volumes of communication
5. Receiving communication that you consider an invasion of privacy
6. Treating you with a non-tailored one size fits all approach
7. Inaccurately tailored communication i.e. being addressed incorrectly -“Mr” in a customer letter when you are female
8. Receiving information that is inaccurately targeted i.e. offers of a joint account when you are single
9. Receiving little or no communication
10. Over familiar tone in communication

If your customer service is falling short get in touch get in touch to find out how Contact Centre Panel can help.

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