Orange worst in customer service with below average satisfaction score

The operator scored 67 per cent in overall satisfaction, with failings in areas including usefulness of information or advice given

Orange recorded the lowest level of customer satisfaction in 2013, with only 67 per cent of enquiries being dealt with appropriately.

According to Ofcom Orange scored below the industry average of 75 per cent in a number of customer service areas including ease of finding the provider’s contact details and getting through to the right person, speed of answering the phones and the time taken to handle the issue.

Usefulness of the information or advice given and complaint resolution were also identified as areas where Orange did not meet the industry average. However the operator, which is part of the EE brand, saw customer satisfaction grow slightly from 65 per cent in 2012 to 67 per cent.

In comparison, O2 leads in customer service, with 82 per cent overall satisfaction (up from 76 per cent in 2012).

It is followed by Vodafone, which saw customer satisfaction grow from 61 per cent in 2012 to 77 per cent.

Three saw 74 per cent overall customer satisfaction in 2013, compared with 67 per cent in 2012.

T-Mobile and Virgin Mobile saw 71 per cent customer satisfaction, a rise from 67 per cent and 64 per cent respectively.

Ofcom said average customer satisfaction went up from 67 per cent last year to 75 per cent in 2013, primarily driven by higher satisfaction among Vodafone customers.