3GScottishUser
17th June 2005, 01:35 PM
From Mobile News (17/05/2005):
3 hammered by independent customer satisfaction poll
Survey of 2,006 users predicts serious churn problems for 3
Aspects of 3's operation havecome under fire in an independent poll of 2,006 mobile phone users.
The Mobile Industry Customer Satisfaction Survey, carried out by Aura Corporation, quizzed individuals on dozens of criteria, such as their perception of network call quality, customer service and handset ease of use.
Virgin Mobile merged as leader for customer service, with 3 placed bottom among networks.
Samsung took the highest handset excellence rating, with NEC coming last. O2 came top in retail satisfaction and product knowledge, with Vodafone in bottom place.
A big surprise was a slump in The Carphone Warehouse's standing in "overall satisfaction".
On quality of reception, 3 was rated significantly lower compared with all other networks. For overall satisfaction with networks 3 got an eight per cent ranking, well behind Virgin Mobile's 18 per cent.
3 was also in last place on the perception of its customer helpline.
"In 2004, we couldn't recruit enough 3 customers to give us a sample size we were comfortable with," said Aura managing director Mike Trotman. "As a result, 3 was not included in the survey.
"This time the number of 3 customers was far higher - and they were not satisfied. The network certainly has some problems to address. Loyalty quotients amongst 3 customers are on the floor."
He added that churn would be a massive issue for 3.
"There might be a tide of enthusiasm at the moment on the back of its big marketing spend. But that tide will ebb as customers come to renew their contracts.
"The survey says, in many cases, that, as soon as 3's customers get a chance to leave , they will be off".
3 responded: "LG had a software problem with some versions of the LG 8120 handset, which caused issues for some customers at the end of 2004 to early 2005.
"This has been recognised and fixed. 3 continues to be the UK's leading 3G network, winning several industry awards, including best network, and several awards for innovative services and tariffs.
"3's customers continue to use 3's services more than customers on any other network with an ARPU of over £40, well above the industry average. 3's customers recognise our great value and leading range of mobile services."
http://www.mobilenewscwp.co.uk/cgi-bin/show_more.cgi?id=8072&referer=lister.cgi&area=News
3 hammered by independent customer satisfaction poll
Survey of 2,006 users predicts serious churn problems for 3
Aspects of 3's operation havecome under fire in an independent poll of 2,006 mobile phone users.
The Mobile Industry Customer Satisfaction Survey, carried out by Aura Corporation, quizzed individuals on dozens of criteria, such as their perception of network call quality, customer service and handset ease of use.
Virgin Mobile merged as leader for customer service, with 3 placed bottom among networks.
Samsung took the highest handset excellence rating, with NEC coming last. O2 came top in retail satisfaction and product knowledge, with Vodafone in bottom place.
A big surprise was a slump in The Carphone Warehouse's standing in "overall satisfaction".
On quality of reception, 3 was rated significantly lower compared with all other networks. For overall satisfaction with networks 3 got an eight per cent ranking, well behind Virgin Mobile's 18 per cent.
3 was also in last place on the perception of its customer helpline.
"In 2004, we couldn't recruit enough 3 customers to give us a sample size we were comfortable with," said Aura managing director Mike Trotman. "As a result, 3 was not included in the survey.
"This time the number of 3 customers was far higher - and they were not satisfied. The network certainly has some problems to address. Loyalty quotients amongst 3 customers are on the floor."
He added that churn would be a massive issue for 3.
"There might be a tide of enthusiasm at the moment on the back of its big marketing spend. But that tide will ebb as customers come to renew their contracts.
"The survey says, in many cases, that, as soon as 3's customers get a chance to leave , they will be off".
3 responded: "LG had a software problem with some versions of the LG 8120 handset, which caused issues for some customers at the end of 2004 to early 2005.
"This has been recognised and fixed. 3 continues to be the UK's leading 3G network, winning several industry awards, including best network, and several awards for innovative services and tariffs.
"3's customers continue to use 3's services more than customers on any other network with an ARPU of over £40, well above the industry average. 3's customers recognise our great value and leading range of mobile services."
http://www.mobilenewscwp.co.uk/cgi-bin/show_more.cgi?id=8072&referer=lister.cgi&area=News