Tiny mobile phone provider Giffgaff has been crowned Best Telecoms Provider at this year’s Which? Awards. The company, which has no high street presence and instead relies on an online community to deal with customer queries, triumphed over better-known rivals such as EE and Vodafone.
Giffgaff, which also won in the 2014 awards, is a Which? Recommended Provider for mobile phone contract and pay-as-you-go services. It received the highest customer score for both in our latest survey and is the only phone provider to receive a five star value for money rating.
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What are the Which? Awards?
The Which? Awards recognise Britain’s best companies and are based entirely on our own independent research. Companies can’t nominate themselves – instead shortlists and winners are determined by Which? experts who pore over the results of investigations and surveys.
Over 450 companies were considered for this year’s Awards, with 32 making it on to the shortlists for the 11 different categories. In this year’s best telecom service provider award Giffgaff beat competition from shortlisted rivals Tesco Mobile and broadband providers Plusnet and Utility Warehouse.
‘Giffgaff offers great value for money’ – Which? expert verdict
At Which? we get loads of complaints about telecoms companies so it’s great to recognise one that does a fantastic job. Giffgaff has shown that it is possible to get things right – and it’s done so in a very unusual way.
It doesn’t have any shops, it doesn’t even have a customer service phone line – instead you have to get help from the online community. Yet our research found that most customers are still happy with the help they receive, giving it a four-star rating for customer service.
And this unusual approach means that Giffgaff can offer fantastic value for money with prices starting at just £5 a month for a sim-only deal offering 100 minutes of calls, 300 texts and 100MB of data. You can now opt to get a handset from the company too and it also offers a super-fast 4G service (through parent network O2).
That’s not all. We’re asking mobile phone companies to do more to make it easier to switch through our Unlock Better Mobile Deals campaign . Yet Giffgaff already offers three of the key customer-friendly policies that we’re arguing for – supplying unlocked handsets, separating handset and airtime charges on your bill and automatically alerting customers to the best-value deal for them.
Ultimately it’s a great provider and a worthy winner.
Jon Barrow, principal researcher
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