Original URL: http://www.theregister.co.uk/2006/01/06/unhappy_cellcos/

Cellco staff muddled by own tariffs

8m UK punters 'unhappy' with providers

By Tim Richardson

Posted in Mobile, 6th January 2006 13:36 GMT

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. ®