Feeds

Three cops spanking in mobile user ranking

O2 scores in Which?-u-like ethereal pollage

The Power of One Infographic

O2 rates more than twice as high as Three in customer service, according to readers of Which? Magazine, who rated the country's smallest operator as worst of a piss-poor bunch.

The survey asked more than 10,000 Which? readers to rate 75 companies providing ethereal services, and found that First Direct Bank was the most popular, while AOL Broadband provided the worst customer experience. But among mobile network operators, O2 was streets ahead of the rest, and Three* the worst of the worst.

First Direct has the advantage of only having rich customers**, while those working at AOL Broadband must be really tired of telling people the company still exists - which can't help morale and probably reflects badly on customer service, but why Three should rate badly is a mystery.

Not that we're saying Three is famed for its customer service, but is O2 really so much better? In the overall field of 75 companies, Three came in at number 69, Orange, T-Mobile and Vodafone all ranked around 60, but O2 does way better, slotting in at number 24. So it's not really a matter of customers hating Three, more that they adore O2.

Customer service is really hard for a network operator - customers are a disagreeable bunch who don't understand why their phone won't work, don't understand why their bills are so high and are known for pretending to be dead in order to avoid paying. The network operator is expected to provide technical support for thousands of handset models, physics instruction for those who can't get coverage and constantly justify tariffs when cut-throat competition already keeps them low.

The question, therefore, is not what Three and the others are doing wrong, it is how O2 manages to do it right and what the other operators should be doing if they want to emulate that success. ®

* That's "Three", not "3" or "3UK". Apparently the numbering thing has become too much for the company, and we're told that the word is now the preferred monicker - sorry for any confusion.

** Your correspondent is not, apparently, rich enough - not that I'm bitter or anything.

The Power of One Infographic

More from The Register

next story
Auntie remains MYSTIFIED by that weekend BBC iPlayer and website outage
Still doing 'forensics' on the caching layer – Beeb digi wonk
Major problems beset UK ISP filth filters: But it's OK, nobody uses them
It's almost as though pr0n was actually rather popular
Microsoft unsheathes cheap Android-killer: Behold, the Lumia 530
Say it with us: I'm King of the Landfill-ill-ill-ill
All those new '5G standards'? Here's the science they rely on
Radio professor tells us how wireless will get faster in the real world
Apple orders huge MOUNTAIN of 80 MILLION 'Air' iPhone 6s
Bigger, harder trouser bulges foretold for fanbois
Yorkshire cops fail to grasp principle behind BT Fon Wi-Fi network
'Prevent people that are passing by to hook up to your network', pleads plod
US freemium mobile network eyes up Europe
FreedomPop touts 'free' calls, texts and data
Oh girl, you jus' didn't: Level 3 slaps Verizon in Netflix throttle blowup
Just hook us up to more 10Gbps ports, backbone biz yells in tit-for-tat spat
prev story

Whitepapers

Top three mobile application threats
Prevent sensitive data leakage over insecure channels or stolen mobile devices.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Application security programs and practises
Follow a few strategies and your organization can gain the full benefits of open source and the cloud without compromising the security of your applications.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.