We all know how important customer service is and how frustrated poor service can leave us feeling.
How happy are you when you put the phone down to your network provider?
Well, if you’re anything like the “thousands of consumers” who were interviewed by Ofcom in February 2011, you’re pretty satisfied with the service you receive.
The new research conducted by Ofcom earlier this year highlights high levels of customer satisfaction for mobile phone customers, especially those on T-Mobile and O2.
Consumers were interviewed and asked to rate their experience in terms of service levels if they’d be in touch with their mobile phone network provider in the past three months. Rating was based on issues including how easy it was to contact customer services, speediness of service, quality of advice given, and what the individual person who dealt with them was like.
The research also looked into how happy customers of landline, broadband and pay TV were – concluding that mobile and pay TV customers were happiest with the service they received. And “satisfaction with mobile providers’ customer service is higher than average (69 per cent),” Ofcom states.
Reasons for contacting the network provider were mainly to discuss changes to the mobile phone package or service, regarding billing or to do with repair and fault issues.
This is how each of the networks fared in the customer service survey:
T-Mobile 72% satisfaction 9% dissatisfaction
O2 72% satisfaction 11% dissatisfaction
Orange 70% satisfaction 12% dissatisfaction
Virgin Media 69% satisfaction 13% dissatisfaction
Vodafone 69% satisfaction 14% dissatisfaction
Three 63% satisfaction 11% dissatisfaction
Ofcom reveals that O2, Orange, T-Mobile and Vodafone have all shown “significant improvement” in customer satisfaction levels since 2009
Do you agree with the findings? We’d love to hear your comments on how you rate your network’s customer service.
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