Mobile Phone Network Customer Service Ratings

2006/2007 Customer Service Rating Report

• O2 customers suffer by getting wrong price information in four out of ten cases
• Major mobile networks are giving customers wrong information on call costs leading to higher bills
• 49% of consumers unaware it costs them to receive calls abroad

An independent assessment of mobile phone companies’ customer service staff has shown many unable to answer basic questions meaning mobile users are incurring needless costs and increasing frustration. The annual mobile phone network customer service report by independent online comparison service OneCompare.com used a mystery shopping exercise to ask questions about peak / off peak rates and international roaming costs across the six major providers. Many staff were unable to give correct information meaning customers would incur unnecessary costs or were subject to bad phone manner.

The mobile company with the least knowledgeable staff were O2 (35%) followed by Vodafone (20%) and Orange (15.4%). O2 was particularly startling as it boasts about service standards in its exclusively British call centres, sliding further down the table from last year’s survey. In fact, O2 staff were unable to provide correct answers or solutions to over a third of the questions asked.  O2 and Virgin scored particularly poorly on the international roaming rates question with O2 answering almost four in ten questions (39%) incorrectly and Virgin answering over three in ten(35%) incorrectly.  

Anthony Ball, Director of OneCompare.com comments: “It is not surprising that O2 have performed so poorly this year – with the disloyal service they provided their existing customers. In June last year, with little warning, they withdrew up to 50,000 mobile phone models which were still being used by consumers telling them if they wanted to keep making and receiving calls they would have to purchase a newer model. Furthermore, they have not actively promoted cheaper international roaming deals such as My Europe. This is a package that customers have to opt-in to receive cheaper calls, but how can they if they are not being told about them.”

Ball continues; “17.5 million unhappy mobile phone users is a worrying number which needs be addressed. Customer acquisition continues to take priority but mobile companies, even the ones that have come out top in our report, have neglected the basics and dismissed the importance of good customer services. Customer service staff should be the ambassadors for their networks and should be fully equipped to help customers understand the basics such as the cost of a call at an off - peak time or the cost of overseas call charges.  We will continue to strive for better service for the consumer and plans for the mobile industry to use this customer service rating as a benchmark will help to achieve this.”

“The report simply highlights the inadequacies of most mobile phone networks across all investigated areas. Hopefully the standard will only get better across the board which in turn will benefit the consumer. We welcome mobile phone providers who would like to work with us in obtaining a common ground in the customer service arena.”

Comprehensive details of the report are available by contacting Onecompare.com direct, either by email at info@onecompare.com, or by calling 0161 638 9803.