Re: Network Ratings
- From: "KevinX" <kevinx@xxxxxxxxxxxxxxxxxxxxxxx>
- Date: Sun, 13 Nov 2005 11:31:41 -0000
Nice "Survey" John.
Maybe you ought to forward your results (in full) to each and every Head of
Customer Services.
I'm sure they'll appreciate (may/may not) some customer feedback??
"John" <road@xxxxxxxxxx> wrote in message
news:jhpdn1ps7g07v59drdal1e901krcdmpe17@xxxxxxxxxx
> For those of you who don't know at the beginning of the month I
> emailed all the mobile phone networks with some feedback and questions
> about what I was looking for in a new pay monthly plan, and whether
> they had anything that suited my needs.
>
> Here are my opinions of the Customer Service based on the replies I
> received, and those I didn't. The first number is for the Response
> Rate, and the second is for the Helpfulness of the response. It's out
> of 10, even though I have given one network 11 for helpfulness!
>
>
>
>
> Vodafone 10 10
>
> I emailed them at 10pm on 1 Nov, they responded less than 12 hours
> later at 9am on 2 Nov! Amazing speed! Subsequently replied twice to
> their emails, which they again responded to extremely quickly and even
> apologised for being slow to respond! They have a price plan to suit
> my needs, but they don't have any info listed on their site for extra
> data packs and how much they cost. I suspect the extra data may be
> quite pricey just like the cost for picture and video messaging is
> using Vodafone. If you want good CS though this is the Network for
> you, though you may have to pay extra for it!
>
>
> O2 10 9
>
> This was somewhat of a surprise given all the negative things I have
> heard from other people about the Customer Service at O2. They
> responded pretty quickly (only 1hr 50 mins behind Vodafone for speed)
> and were very helpful in their replies. I did receive 3 copies of the
> same email message though. I suspect that the Customer Service would
> be a lot worse if this was taken from the experiences of 1000 people,
> but for this one enquiry it was very good.
>
> Fresh 9 6
>
> They replied 22 hours after I emailed them which isn't too bad. The
> email wasn't too helpful though. They included a link to the CPW
> website, to a special offers page, that was for all the different
> networks not just Fresh. Talk about selling your own product or
> service! After checking out a few of the offers it also became
> apparent that none of them were what I was looking for anyway, and
> what I had asked for in the original email.
>
> Virgin 7 11
>
> Virgin took just over 38 hours to respond which is still quite good
> going. As far as the actual content of the email was concerned from
> their CS person, I was extremely impressed! One of the first things
> they actually did was apologise to me that they didn't offer what I
> wanted. They also stated that at present they didn't offer mobile
> internet or video calling. Even though they don't offer this, it is
> actually good to see a company that will admit something like this
> emphatically and not lie or mislead you as other networks have (eg
> T-Mobile with the picture to email or lack of it!). They also
> admitted straight away that they might not have what I was looking for
> in terms of a sub-£20 per month contract, or at least one were the
> cost of the phone wouldn't be sky high. They then went on to tell me
> about an alternative product "Virgin bundles" and to really try and
> sell this to me. What I read from them on these "Virgin bundles" even
> though they were still not quite what I was looking for, the way they
> stated all their advantages and explained all about them was first
> class. Even better than the apology to start off with though, was the
> fact that they then stated that they would pass my feedback on to the
> relevant people and that it was very useful to them, and the more
> people they can get feedback from the better! Fantastic! This is the
> only response I got where they were glad to receive my feedback and do
> something with it.
>
> Three 3 3
>
> Nine days to respond but better late than never I suppose! Have been
> calling my mobile constantly which is a pain. Email response was not
> helpful, made assumptions, and did not address any of the questions I
> asked. 3 is a fitting score for this Network. Major improvements
> needed.
>
> BT 0 0
>
> No response 13 days later. If they haven't responded by now probably
> unlikely to ever get one.
>
> Orange 0 0
>
> No response 13 days later. If they haven't responded by now probably
> unlikely to ever get one.
>
> T-Mobile 0 0
>
> No response 13 days later. If they haven't responded by now probably
> unlikely to ever get one.
>
>
> It will almost certainly be Vodafone or O2 whom I sign up with when I
> get my new phone in the next month or so. I know it's not too much of
> an indicator one persons experience for one enquiry, but based on that
> enquiry I would rank the networks in the following order:
>
> Pts
> 1. Vodafone 10
> 2. O2 9
> 3. Virgin 7
> 4. Fresh 5
>
> I wouldn't consider any of the other networks, but if I was forced to
> rank them it would be as follows:
>
> PTS
> 5. Orange 5
> 6. BT 4
> 7. Three 3
> 8. T-Mobile 1
>
>
> John
>
>
.
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- From: John
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