Feeds

Cellco staff muddled by own tariffs

8m UK punters 'unhappy' with providers

High performance access to file storage

If you're confused by the complexity of mobile phone tariffs, you're not alone. According to research just published staff working for the cellcos are just as muddled.

Online comparison web site onecompare.com found that one in four customer service staff it quizzed were unable to answer basic questions about their cellco's tariffs, with Vodafone and Orange workers the least knowledgeable of the UK's major operators.

But the survey goes much deeper than just tariffs and revealed that while cellcos are eager to attract new punters, they neglect their existing customers. It goes on to claim that its survey revealed "damaging evidence against current customer service standards across the mobile phone market".

Specifically, it found that four in ten mobile phone users - some eight million punters - are unhappy or dissatisfied with the level of customer service they received from their mobile provider.

"Three, O2 and T-Mobile customers were far from happy with the customer service they received compared to Virgin who had the least proportion of customers dissatisfied with the service they received," said onecompare.com.

Anthony Ball, a director at onecompare.com chipped in: "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.

"Eight million unhappy mobile phone users is a worrying number which needs be addressed. We will continue to strive for better service for the customer and plans for the mobile industry to use this customer service rating as a benchmark will help to achieve this," he said.

No one from Vodafone was available for comment at the time of writing. ®

High performance access to file storage

More from The Register

next story
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
Broadband Secretary of SHEEP sensationally quits Cabinet
Maria Miller finally resigns over expenses row
Skype pimps pro-level broadcast service
Playing Cat and Mouse with the media
Beat it, freetards! Dyn to shut down no-cost dynamic DNS next month
... but don't worry, charter members, you're still in 'for life'
Like Google, Comcast might roll its own mobile voice network
Says anything's possible if regulators approve merger with Time Warner
EE dismisses DATA-BURNING glitch with Orange Mail app
Bug quietly slurps PAYG credit - yet EE denies it exists
Turnbull leaves Australia's broadband blackspots in the dark
New Statement of Expectations to NBN Co offers get-out clauses for blackspot builds
Facebook claims 100 MEEELLION active users in India
Who needs China when you've got the next billion in your sights?
prev story

Whitepapers

Mainstay ROI - Does application security pay?
In this whitepaper learn how you and your enterprise might benefit from better software security.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.