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The Institute of Customer Service (ICS) has today published their second biannual UK Customer Satisfaction Index for 2025 (July), which reveals that only one mobile and broadband (telecoms) provider made it into their table of the country’s top 50 organisations – Tesco Mobile (9th). But both Virgin Media and Utility Warehouse saw a big improvement.
The research typically reflects the results from a large online survey of over 15,000 customers – balanced to be representative of the UK adult population, which asked each of them about their experiences across hundreds of different organisations (a total of 59,500 responses were gathered). This was then used to produce a score out of 100 for each organisation.
Overall, the “Telecommunications & Media” sector reported a small improvement in its general ranking since the last report in January 2025, with average customer satisfaction rising by 1.1 points over the period to give a total rating of 74.4 out of 100.
At the same time, Tesco Mobile (score of 85) saw their ranking rise from 16th (score of 82.5) to 9th position over the same period, placing them into the top 10 table. But sadly, they were the only telecoms provider to even make it into the larger top 50 table this time around, although it’s not all bad news (see below). Take note that some highly rated telecoms providers simply didn’t receive enough feedback to be included into the top table.
The UKCSI also named two telecoms providers in their top 20 table of “most improved organisations“. The first is Utility Warehouse, which saw their score improve from 74.1 a year ago to 79.2 today, although they’re ranked 106th overall (13th in the “most improved” table). The second is Virgin Media, which saw their score improve from 63.5 to 68 today, although they’re still ranked a dismal 236th (19th in the “most improved” table).
