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Biggest UK phone firm 'worst for service'

By Sophie Tarr

The UK's largest mobile network operator also has the biggest number of disgruntled customers, according to research released by communications watchdog Ofcom.

The regulator gave EE an overall customer service score of 69%, with the 2014 mobile sector average 73%. O2 came out on top with an overall satisfaction score of 78%.

Satisfaction across the mobile sector fell slightly from last year, though satisfaction among those customers with a complaint has increased by 13 percentage points since 2011, to 59%.

Ofcom also questioned consumers about their fixed broadband providers, landline providers and pay-TV services.

It found that overall customer service satisfaction remained lower in the fixed broadband and landline markets, at 69% and 67% respectively, compared with pay-TV at 80%.

The figures were based on interviews with thousands of customers who had contacted their provider between July and September and were asked to rate their customer service experience.

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