Commenting on Ofcom’s consumer mobile experience report published today, Ernest Doku, telecoms expert at uSwitch.com, says: “The numbers in this report suggest that consumers are relatively satisfied with their overall mobile service experience – but it also highlights areas where mobile users feel like they’re being let down.
“What stands out is that nearly all consumers (nine in 10) are happy with their call service but when it comes to data it’s a different story. We rely on data more than ever now but only two thirds (69%) of mobile users are happy with their current data service.
“Ofcom has not yet given a network by network breakdown, which makes it difficult for consumers to determine which network might be best for them. The findings are likely to give providers pause for thought as to whether it’s their data service that’s dragging down their customer satisfaction scores.
“It’s worth noting that the report does have its limitations. The information gathered is only from Android users, so it isn’t fully representative of UK mobile users as a whole.
“Arming consumers with useful information on how networks differ would be helpful when deciding who to go with, alongside introducing changes to make switching providers quicker and easier.”
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