A survey carried out by the UK price comparison website, moneysupermarket.com has found that O2 ranked top for customer satisfaction amongst contract subscribers, although T-Mobile came bottom for PrePay customers.
The average score for overall service was six out of 10 with O2 contract customers ranking the provider top with an overall service score of 6.4. T-Mobile PAYG customers are the least satisfied, scoring the provider just 5.3.
T-Mobile was ranked the lowest in all eight categories of the survey. Its pay-as-you-go customers voted the network poorest for clarity of charges; however, its contract customers found them to have the clearest invoices.
Rob Barnes, head of broadband and mobiles at moneysupermarket.com, said: "With more phones than people in the UK its clear mobile phone networks have become extremely complacent. In a churn market little emphasis is placed on customer retention and instead attentions are focused towards heavy marketing campaigns full of promises. However our survey shows customers are some way off being satisfied."
"Some disgruntled customers are already looking at other networks, as the survey showed one in seven (14%) would change provider but feel it's too much hassle, eight percent said they had already made their mind up to move providers. A third (32%) said they would not recommend their network to anyone else."
| Category | Best Provider | Worst Provider |
|---|---|---|
| Customer Service | O2 (contract) | T-Mobile (PAYG & contract) |
| Technical Support | Vodafone (contract) | T-Mobile (PAYG & contract) |
| Network coverage | Orange (PAYG) and Vodafone (PAYG) | T-Mobile (PAYG) |
| Clarity of bills/charges | T-Mobile (contract) | T-Mobile (PAYG) |
| Tariff value for money | O2 (contract) | T-Mobile (PAYG) |
| Communication with customer | O2 (contract) | T-Mobile (contract) |
| Ability to deliver what they promise | Orange (PAYG) | T-Mobile, Orange (both contract) |
| Overall service | O2 (contract) | T-Mobile (PAYG) |
Total sample size was 2,016 adults. Fieldwork was undertaken by Opinium Research between 01 and 04 April 2008. The survey was carried out online. The figures have been weighted and are representative of all UK adults (aged 18+).
Posted to the site on 2nd May 2008
Posted to: www.cellular-news.com/story/30917.php