All “big four” network giants have been outperformed.
The survey of 3,400 mobile customers – which represents a small proportion of its customer base – found Three scored the lowest out of the “big four”, with a customer score of 66%.
O2 and EE both scored 69% with “mediocre” scores across the board, but Which? noted O2 implemented the highest mid-contract price increases at 17.3% on parts of some customers’ bills. The move left “millions caught in a Catch-22 where they either have to accept costly fee hikes or pay exorbitant fees to leave early”, Which? said.
Giffgaff was among the smaller virtual networks to receive a higher customer score in the Which? annual survey
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