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Tuesday, December 4, 2012

Ofcom data reveals levels of customer service provided by UK mobile networks

Ofcom’s latest quarterly report into the customer service provided by landline, broadband, mobile phone and pay TV companies shows a significant change in the mobile sector. Unlike the Ofcom report that monitors complaints made to the regulator, this survey records any contact made between a customer and their chosen telecoms supplier.

Overall, thousands of consumers who’d contacted their provider between July and September 2012 were asked to rate the customer service they’d received. 67% of mobile phone users were satisfied with their network’s customer service, compared with 62% of fixed broadband users, 64% of landline customers and 69% of pay TV subscribers.

However, dissatisfaction levels amongst mobile users have increased since Ofcom’s first survey in 2009: three years ago 9% of mobile customers were dissatisfied with the standard of customer service, this year the figure was 14%.

The main reason mobile customers contacted their service provider was to discuss changes to their account, with poor coverage being the next most-common issue. O2 was rated highest for overall customer service satisfaction while Three UK saw its customer service rating rise by seven percentage points from last year, putting it ahead of Orange, Virgin Mobile and Vodafone. Ofcom notes that Three “no longer stands out as having a higher level of complaints or faults, nor for requiring more contacts to resolve issues”.

Overall satisfaction with customer service by mobile provider

  Satisfaction Neutral Dissatisfaction
O2 76% 15% 8%
Three 67% 18% 14%
T-Mobile 67% 18% 15%
Orange 65% 21% 14%
Virgin Mobile 64% 18% 17%
Vodafone 61% 21% 18%
Average 67% 19% 14%

Scores may total more than 100% due to rounding.

[Full report (pdf)]

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Opinion Articles

Review: BeeWi BBS020 solar-powered hands-free Bluetooth car kit

Mark Bridge writes:

Persuading mobile phone users not to hold their phone when they’re driving should be a simple task. It’s dangerous, it’s against the law and the penalties include a fine plus points on your licence.

But even then, there’s often an excuse about convenience and usability. Some people don’t like wearing headsets, some don’t like wires and some simply forget to charge the batteries.

That’s why a new hands-free Bluetooth loudspeaker from French company BeeWi caught my eye.

Author: The Fonecast
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The simple case of the disguised iPhone 4

Mark Bridge writes:

I remember the launch of Carweek back in the 1990s. It was a motoring magazine produced as a weekly glossy newspaper; a novel format, although one that probably led to its demise. 'Spy shots' of prototype cars seemed then – as now – to be much sought-after, despite them often not showing much resemblance to the finished product. Indeed, I often wondered how you could possibly road-test the handling of a new car when it was covered with unflattering body parts that served to disguise its shape.

Author: The Fonecast
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Maria Sharapova and the 'geek porn' of unboxing

Mark Bridge writes:

'Unboxing' is - or was - the new geek porn. We know this because The Register told us so in 2006, when the practice of video recording the unpacking of new consumer electronics products started to become popular. Just over two years later The Independent tried to tell us that unboxing was still the new geek porn but, by then, conventional porn had probably returned to... er... pole position.

Why do I mention this?  Well, Sony Ericsson has just published its own unboxing video featuring tennis player, model, charity worker and Sony Ericsson brand ambassador Maria Sharapova.

Author: The Fonecast
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Scaremongering news stories? There's an app for that

Mark Bridge writes:

Here’s a news headline that caught my eye.

Shotgun certificate up for renewal?  There's an app for that

Or, if you prefer…

Police to allow gun users renew licences with iPhone app

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Mobile payments: solutions get dumber while cards get smarter?

Mark Bridge writes:

Last week I spotted a couple of mobile-related news stories that involved payment company MasterCard. One came from CPI Card Group, which had introduced a “next-generation, MasterCard-approved payment tag” (a.k.a. 'sticker') that enabled “any mobile device to be used to make payments anywhere using the worldwide contactless MasterCard PayPass standard” (by sticking it on the back).

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