UK Mobile Users Upset At Poor Customer Service
New research shows that more than 40% of internet chat about UK mobile operators is related to customer service issues. Not only is customer care the most common topic of discussion, it also attracts the most negative sentiment, with only one UK operator, Orange, scoring positively. Discussion relating to customer care accounted for 41% of all operator-centric discussion. Network quality and value for money were also important, attracting 23% and 20% of discussion respectively, whereas new services such as data portals received much less interest.
Whilst UK mobile users were generally happy with network quality and value for money, two-thirds of all customer service discussion was negative. Many customers complain that operators are not interested in taking the time to listen to their concerns. When operators fail to resolve their problems customers often blame support staff and claim they are incompetent. Staff are often seen to be rude or unhelpful and this tends to particularly upset customers.
These findings are from a newly released report that examines end-user opinion of UK mobile services. The report analyses consumer opinion expressed through monitoring online discussion. Produced by WaveMetrix, the report provides candid insight into customer opinion.
"In an increasingly competitive mobile market operators are failing to deliver the customer service users expect" said Anders Schonberg, CEO of WaveMetrix. "Consumers want good support, good coverage and value for money. New data services are only important to a small minority."
Monitoring online discussion is a growing approach to understanding consumer opinion. Online discussion contains powerful and candid feedback from customers about what they really think, not what they say in surveys. WaveMetrix' unique approach combines proprietary WaveRunner 3.0 technology and expert analysis. This combination allows collection and interpretation of customer opinion in any language and almost any topic. The findings are summarised into clear, actionable insights allowing WaveMetrix clients to instantly understand the issues and implications.
The report is freely available via the WaveMetrix website: www.wavemetrix.com/news/"
Posted to the site on 9th February 2006