Alex Neill, Which? Managing Director of Home & Legal, said: “It’s right that Ofcom has hit Vodafone with a fine for such poor behaviour and affected customers have got their money back. Vodafone has repeatedly performed badly in our satisfaction survey, failing on the basics of customer service. It must swiftly address the issues repeatedly highlighted by its customers and the regulator and introduce a complaints system that actually works.”
- Vodafone scored 49% in the Which? mobile satisfaction survey – coming in joint second bottom with EE. The results were taken from a survey of 4,101 members of the British public in February 2016 with participants giving a star rating on a variety of factors including customer service, ease of contacting, value for money and incentives. The customer score is a combination of how satisfied they were with their provider and how likely they were to recommend it to a friend.