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O2 tops Ofcom's Customer Satisfaction Poll


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Old 04-12-2012, 17:36
wavejockglw
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O2 has been rated top of a customer services satisfaction survey commissioned by Ofcom.

Of customers calling O2′s helpline 76 per cent said they were satisfied with the service they received, compared with a 67 per cent of Three and T-Mobile customers, 65 per cent for those on Orange, 64 per cent for Virgin customer services and 61 per cent for Vodafone.

GfK conducted the study for the regulator, asking a wide cross-section of customers for their feedback on dealing with the customer service helplines of all the major networks.

The study found Vodafone had the highest number of dissatisfied customers with 18 per cent reportedly unhappy with the service they received. The other 21 per cent rated their contact as ‘neutral’.

The GfK figures also revealed O2 had the smallest percentage of its customer-base contacting customer services with 18 per cent. Orange also rated 18 per cent with 20 per cent of Vodafone customers using the enquiries line. Virgin had the highest percentage using its customer services with 24 per cent of its base.

Full Story: http://www.mobilenewscwp.co.uk/2012/...sfaction-poll/
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Old 04-12-2012, 17:47
jabbamk1
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So I guess Three are no longer bottom, right wave? Or does that article from 2007 that said three were bottom still stand?


But yeh I agree, o2 do have excellent customer service at the moment
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Old 04-12-2012, 17:50
Thine Wonk
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Well done to O2, it's certainly something they are good at.
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Old 04-12-2012, 17:55
wavejockglw
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No chance of the O2 haters posting anything about this survey!

Just proves once again that O2 customers (and they have been expanding in number) are more than happy with the coverage and services they pay for.

Shame that does not fit with the 'worst 3G coverage' moaners, but as stated before, where they need it O2 seem to have the coverage otherwise they could not consistently maintain high levels of customer satisfaction and avoid referrals to Ofcom. Common Sense really.
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Old 04-12-2012, 18:00
Resonance
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No chance of the O2 haters posting anything about this survey!

Just proves once again that O2 customers (and they have been expanding in number) are more than happy with the coverage and services they pay for.

Shame that does not fit with the 'worst 3G coverage' moaners, but as stated before, where they need it O2 seem to have the coverage otherwise they could not consistently maintain high levels of customer satisfaction and avoid referrals to Ofcom. Common Sense really.
Thought they came out top for customer service satisfaction, not 3G coverage satisfaction
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Old 04-12-2012, 18:10
Thine Wonk
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This was how they rated customer service Wave

It is something that O2 are the best at, I've always said that. I'm sure you'll find a post from a couple of years ago where I said as much.

I'll say it again though, as I genuinely mean it. Well done O2, they have continued to the best at customer service.
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Old 04-12-2012, 20:00
prking
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Good also to see Three obviously getting better.

I'm surprised there isn't more talk about Vodafone here, on other forums there is lots of talk about poor customer service.

I've said it before, we need to stop going over the same old ground and concentrate on some of the real issues that affect people. Like Vodafone customer service.
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Old 04-12-2012, 20:20
:]Hannah
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Thought they came out top for customer service satisfaction, not 3G coverage satisfaction
Exactly - it could mean for example that customer call waiting times are consistently lower than the competition.
Certainly that issue is particularly problematic in my experience with Orange and Virgin.
There is also the obvious point that 24% of their punters are dissatisfied, which isn't anything to boast about, even if it is less than the competition.
Btw the only person I know who is on O2 is always moaning about their lack of adequate 3G coverage
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Old 04-12-2012, 21:40
Everything Goes
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Customer service great

3G coverage crap
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Old 04-12-2012, 22:03
mogzyboy
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It would appear that you can polish a turd after all...
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Old 04-12-2012, 23:34
Matt D
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I was with O2 for *years* and never had an issue with O2's customer service... well, apart from when I recently asked for a PAC while using the online chat.

Anyway. In October I left O2 for Three. The CS may have been good, but the prices and 3G coverage weren't...
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Old 04-12-2012, 23:44
The Lord Lucan
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Who gives a toss what the CS is like.. you call them once in a blue moon. It's the O2 service that sucks. Wave you cannot even start to defend the 3G coverage which is the biggest issue for many on this forum so shh.
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Old 05-12-2012, 00:34
Everything Goes
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Who gives a toss what the CS is like.. you call them once in a blue moon. It's the O2 service that sucks. Wave you cannot even start to defend the 3G coverage which is the biggest issue for many on this forum so shh.
Wavejock doesn't understand that O2 have great customer service but crap 3G coverage. Ironically he dose seem to understand that 3 has crap customer service but great 3G coverage
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Old 05-12-2012, 04:57
eypon
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when ive been with o2 for net and mobile they were great.
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Old 05-12-2012, 05:18
charliesays
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Who gives a toss what the CS is like.. you call them once in a blue moon. It's the O2 service that sucks. Wave you cannot even start to defend the 3G coverage which is the biggest issue for many on this forum so shh.
I agree. People constantly bang on about poor customer service but what does it matter if you never actually use it!

Cost and coverage is the only thing that matters to me. Who needs a massively knowledgeable and helpful CS agent if they can't do anything about their woeful coverage?
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Old 05-12-2012, 06:05
Daveoc64
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I think that wave is missing the whole point of the research. It's mainly about satisfaction with the experience of contacting customer services and the way that they deal with complaints.

It didn't cover anything to do with the products themselves.

The full research is definitely worth a read:

http://stakeholders.ofcom.org.uk/bin...tisfaction.pdf

There are some interesting bits of information there.

Three is doing particularly well on improving it seems, while the other networks seem to be doing worse compared to previous surveys.
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Old 05-12-2012, 09:38
el_bardos
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No chance of the O2 haters posting anything about this survey!.
From what I've seen in this forum most people do their best to be impartial when it comes to different operators, with legitimate criticism and praise as appropriate.

I've only seen one person with a wildly partisan attitude....
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Old 05-12-2012, 10:58
Everything Goes
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O2 customers are no longer more likely to stay with the provider because of their customer service; loyalty to O2 and also to Vodafone and Orange, has declined year-on-year.

Hope Wavejock can read that bit. As it should worry O2!

Page 44

http://stakeholders.ofcom.org.uk/bin...tisfaction.pdf
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Old 05-12-2012, 10:59
djpalmer93
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From what I've seen in this forum most people do their best to be impartial when it comes to different operators, with legitimate criticism and praise as appropriate.

I've only seen one person with a wildly partisan attitude....
Totally agree.
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Old 05-12-2012, 11:15
Gormond
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Customer service great

3G coverage crap
Yeah this was my experience with them although I'm sure it varies depending on what area you are in.
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Old 05-12-2012, 12:29
moox
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I have called T-Mobile's customer service precisely once... to give them a PAC. I wasn't displeased with the experience.

I want a network that works so well that I have no need to call customer service - and O2 doesn't do that with their poor attitude to investment coupled with a very flaky network (no other network has suffered from constant small failures coupled with two very major ones - that's not "anti-O2 attitude", that's fact). O2 needs the better customer service as they're constantly "firefighting".
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Old 05-12-2012, 14:19
Thine Wonk
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It is a fair point that most don't have much contact at all with customer service. It's the day to day performance and coverage that people surely care more about?
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Old 05-12-2012, 14:23
wrexham103.4
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Im with tmobile, their CS is rubbish at times, but the coverage is great. Been with O2 and their customer service is fanstatic but the coverage is poor - in the area i am .
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Old 05-12-2012, 16:01
wavejockglw
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O2 customers are no longer more likely to stay with the provider because of their customer service; loyalty to O2 and also to Vodafone and Orange, has declined year-on-year.

Hope Wavejock can read that bit. As it should worry O2!

Page 44

http://stakeholders.ofcom.org.uk/bin...tisfaction.pdf
Read that and with the increasing numbers joining O2 that does not appear to be affecting them. O2s complaints ratio has long been lower than others especially escalated complaints.Which poses another question that is if coverage is so poor why do customers not make more serious complaints and why are they increasing their net number of subscribers both as a brand and through MVNOs. The statements of a few who constantly complain about coverage has not had the effects one would expect if it was as dire as some say and until some signs of that factor emerge one can only conclude that what a minority continually repeat is an overstatement of the facts.
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Old 05-12-2012, 16:50
booie
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If o2's coverage is so bad and their 3g is poor not to mention the outages they keep having. What exactly does this survey say, that o2's customer service is run on good quality bullsh*t?
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