News: Customer Service/Care
O2 tops mobile broadband ISPs for customer service
05 February 2009
O2 has ranked highest in a survey rating mobile broadband internet service providers (ISPs) according to user satisfaction, which includes consumer care as a factor.
JD Power and Associates' 2008 UK Mobile Broadband ISP Customer Satisfaction Study judged companies on issues including customer service, technical support and promotions.
It ranked T-Mobile in second place and gave third to Vodafone, rating all of the businesses on a 1,000-point scale.
Stuart Crawford-Browne, senior manager of service industries research for the analyst, emphasised that the rapid development of the sector has meant customer service is vital for firms to remain competitive.
He states: "Some providers need to do more to retain their customers, who are hunting for value and quality service in tough economic times."
Last month, Richard Wainer, head of education and skills at the Confederation of British Industry, claimed poor basic skills were affecting customer service provision in two fifths of firms.
