Mobile providers less trustworthy than bankers, say punters
And another thing...
New research shows that when it comes to establishing trust and customer satisfaction, the mobile industry is judged less favourably than both the banking and insurance industries. Could it be any worse?
The study, conducted by ECSP Europe Business School in partnership with Pitney Bowes Business Insight, asked a thousand customers from the UK and a thousand more in the US how satisfied they were with their mobile providers.
It was a predictably negative response, with just 40 per cent of customers able to trust their provider's communications. Only 31 per cent felt sharing problems with a service provider would generate a caring response, and a mere 24 per cent thought their operator does a good job at interaction.
After damning stats like that, the fact that 42 per cent were satisfied with their overall treatment seems an acceptable figure.
"What do you mean you won't give me a new handset?"
Are we genuinely struck with sub-standard treatment, or do we have an affinity with dissatisfaction and complaint?
Perhaps we have unacceptable standards and ignore the fact these companies deal with such a high number of customers, a large proportion will almost certainly be hit with problems somewhere down the line. Then again, how our operators deal with such problems could be the bigger issue.
Do you trust your mobile provider? The fact I know that's a silly question speaks volumes. ®
Vodafone fit the bill...
At the moment Vodafone are attempting to resolve my complaint by responding to my emails with answers that don't attempt to answer the question.
I think they're trying to see how long I will pursue a complaint before I just give up. I'm quite sure that will save them a lot of problems when people complain about being missold.
My contract is due to end for two phones next month, so I am urged to 'upgrade' my handsets and start anoher contract early. When I told the CS person that I was going to leave because of the appalling coverage at my home and other places I need my phone, he said 'But you've got some super loyalty deals here, why don't you take advantage?'. I explained, again, about the poor network and he still said I could get a 'really good deal'. It took three goes for him to understand that I was leaving, and why.
>Mobile providers less trustworthy than bankers<
Only if they eat babies without me knowing.
I've been with Virgin Mobile for fours years now with no complaints. Every time I've had a problem with accounts it's been fixed within a couple of days, you can talk to a human operator at 10p for any length of time, they answer their emails, usually within 24 hours and have resolved problems that way too.
When I couldn't upgrade my HTC Desire to 2.2 they sent me a new phone out which arrived the following day by courier (after attempting to resolve the issue over a week or so), and I'm not a huge spending customer - I have a £30 a month contract (1GB data allowance, 400 minutes - which rollover, and 3000 texts) which I rarely go over.
Coupled with a new phone every contract (two last year - a crappy one for being a loyal customer and a Desire), I'd have to say Virgin Mobile act like they value my custom a lot more than my bank does (my bank hasn't given me any free stuff and treat my money like it's theirs).