A new survey by Juniper Research, a leading authority in the telecommunications market, has named Tesco Mobile as the best network operator for customer satisfaction in the UK for 2024. The extensive study, which gathered data from 3,300 mobile subscribers across the country, revealed how users feel about their network providers and the services they receive.
The survey ranks Tesco Mobile as the clear leader, with a 92% net promoter score (NPS), indicating that a significant majority of customers would recommend their service. Following closely behind in the satisfaction rankings are giffgaff at 91%, EE and iD Mobile both scoring 86%, and Sky Mobile with 85%.
Price and Coverage Push Tesco Mobile to the Top
Tesco Mobile’s success stems largely from its excellent value for money and geographical coverage, two factors that emerged as the primary reasons for subscriber satisfaction. While many UK customers across various networks cited price and poor coverage as common sources of frustration, Tesco Mobile users were consistently positive about these areas. This marks a significant achievement, particularly in the current economic climate, where affordability is a pressing concern for many consumers.
Inflation Hits Mobile Contracts
The UK’s economic struggles, driven by inflation and rising costs, have forced many consumers to reassess their spending habits, including their mobile contracts. As people look to tighten their budgets, there is a growing appetite for affordable mobile subscription deals. The survey indicates that customers are increasingly seeking out low-cost options and flexible handset offers to help manage their expenses.
In response to this shift, the Juniper Research report suggests that mobile operators need to adapt to the changing financial landscape. Expanding the range of contract offers and better accommodating low-spending subscribers could be key to maintaining customer loyalty and attracting new users.
Elisha Sudlow-Poole, the report’s author, explained: “The economic downturn in recent years has altered the way subscribers view their mobile service needs. There is a clear demand for more cost-effective options, and mobile operators must rethink their pricing strategies to meet these new consumer expectations.”
Other Top Performers
While Tesco Mobile secured the top spot, the survey also highlights the strong performance of giffgaff, which ranked second with a 91% NPS. The company has built a reputation for offering competitive pricing and flexible plans, which continue to resonate with budget-conscious customers.
EE and iD Mobile, both with an 86% score, also performed well in the survey. EE, known for its expansive coverage and strong network infrastructure, remains a favourite among those prioritising reliability. Meanwhile, iD Mobile, a relative newcomer in the market, has quickly made a name for itself by offering affordable plans with a range of customisation options.
Sky Mobile rounds out the top five with an 85% NPS, cementing its place as a solid contender in the UK mobile market, particularly among users seeking integrated services with other Sky offerings, such as TV and broadband.
Industry Insight and Recommendations
The report, UK Mobile Operator Consumer Satisfaction Survey 2024, provides detailed insights into the evolving mobile landscape in the UK. It suggests that, in light of the findings, operators should focus on offering more flexible and cost-effective options to appeal to subscribers looking for value in a challenging economic environment.
Sudlow-Poole added: “It’s clear that consumers are becoming more selective about how much they are willing to pay for mobile services. Providers who fail to adapt to this new reality risk losing market share to those that prioritise value for money.”
Conclusion
With economic pressures shaping consumer behaviour, Tesco Mobile’s ability to deliver affordable, high-quality services has set it apart from the competition. As mobile users across the UK continue to prioritise cost and coverage, other operators may need to follow Tesco’s example to remain competitive in an increasingly price-sensitive market.
The full report, containing detailed analysis and over 16,600 market statistics, is now available for download from Juniper Research.