Confused? Well yes, we are a bit too. Whilst giffgaff may offer the possibility to pay for a handset over a couple of years, they don’t actually offer talk plans that last that long. You simply choose your monthly “goodybag” and renew it again next month if it suits.
The Which? report reveals that the giffgaff customers seem to enjoy a flexible contract experience, even though they’re not actually in a contract. Have I said that enough yet? I probably have.
The report states..
giffgaff was named Best Telecom Services provider at the 2014 Which? Awards, and is the top-scorer for both contract and pay-as-you-go deals in this year’s satisfaction survey.
Most giffgaff users buy bundles of texts, minutes and data, which are cheap and generous.
The network has smaller overheads than most of their competitors, with pretty much everything done with the help of other members or through the website.
CEO of giffgaff, Mike Fairman, is aware that it’s a little strange to win in the contract category when none are offered..
What Which? correctly realised is that we’re winning the hearts and minds of consumers who want the benefits of being in a contract, but prefer flexibility and being in control of how they buy their phone, and how they use it from month to month.
More details on the press release below..
giffgaff is named UK’s No.1 Contract Provider according to the Which? Mobile Satisfaction Survey
giffgaff has won over consumers who want all the benefits of a contract, without being in one, according to the annual satisfaction surveyGeneral public scored giffgaff as no.1 (82%) for its unlocked phones and monthly goodybag offers (contracts)General public scored giffgaff as no.1 (75%) for its monthly goodybags (PAYG)
giffgaff, the UK’s multi-award-winning mobile network has come out on top of all categories in the 2015 Which? Customer Satisfaction survey, for the second year running – an industry first.
As voted for by the general public, giffgaff took the top spot across the board, being crowned no.1 for both mobile categories (best contract and best PAYG service), in recognition of doing mobile differently, since 2009.
The annual consumer satisfaction survey polls over 3,500 members of the public to reveal which mobile networks are providing the best service in terms of coverage (3G/4G), customer service, ability to contact the network provider, value for money, and other incentives.
giffgaff is the only mobile network to receive two recommendations in consecutive years, for customer service and incentives as well as value for money. The network won the 2014 category for Best Telecom Services provider, and has been shortlisted for the award again this year.
The Which? report said: “giffgaff is loved by its customers – a rare feat for a mobile provider. It was named Best Telecom Services provider at the 2014 Which? Awards, and is the top-scorer for both contract and pay-as-you-go deals in this year’s satisfaction survey.”
“Why is giffgaff so popular? As well as achieving excellent ratings for its customer service and incentives, it’s the only provider that offers five-star value for money. Most giffgaff users buy bundles of texts, minutes and data, which are cheap and generous.
giffgaff can afford to keep its prices low because it doesn’t have shops or call centres. Everything is done through its website. If you have a problem with giffgaff’s service, you’ll need to email for help or read its online forums. Calls and data are handled over the O2 network. 4G coverage has been available in selected regions since April last year.”
Mike Fairman, giffgaff’s CEO commented: “For the last six years we’ve been helping our members do mobile differently, with all the benefits, but no long, expensive contracts, so it might seem strange that we won in the contract category. But what Which? correctly realised is that we’re winning the hearts and minds of consumers who want the benefits of being in a contract, but prefer flexibility and being in control of how they buy their phone, and how they use it from month to month.”