Mobile phone operators 'not meeting customer expectations'
Thursday, 24 Apr 2008 11:40
Mobile phones: Satisfaction low for all phone companies
Mobile phone operators are failing to live up to customers' expectations, according to a new satisfaction poll.
No single operator was named in watchdog Which?'s best buy list, with all providers fairing badly. However, Vodafone and Orange performed particularly badly for both pay as you go (PAYG) deals and pay-monthly options.
The best PAYG deals were offered by Tesco, while Virgin's pay-monthly service was at the head of the customer satisfaction survey – but neither scored high enough to secure best buy status.
Jess Ross, editor of which.co.uk, said: "Long gone are the days when mobile phones were just for talking and texting; they now double up as MP3 players, digital cameras and personal organisers, too.
"But, without a single mobile phone service awarded a best buy in our survey, clearly the industry has some catching up to do when it comes to meeting its customers' expectations."
Particular problems were recorded for quality and speed of response to queries for pay monthly customers – with Virgin scoring most highly – but with only 33 per cent of consumers satisfied.
Which? Satisfaction survey:
| | Pay Monthly Satisfaction | | PAYG Satisfaction |
|---|
| Virgin | 70% | Tesco | 67% |
| 3 | 54% | Virgin | 60% |
| T-Mobile | 52% | 02 | 54% |
| 02 | 52% | Orange | 51% |
| BT | 52% | T-Mobile | 51% |
| Orange | 50% | Vodafone | 50% |
| Vodafone | 49% | | |
| Overall Contracts | 51% | Overall PAYG | 54% |
Daniel Barnes