News 2003
Virgin Mobile leads Oftel’s customer satisfaction study
03/07/2003
Virgin Mobile, the UK’s fastest growing network, has by far the lowest level of complaints per thousand customers, according to the latest report from Oftel, the telecoms industry regulator.
The study revealed that, between October 2002 and March 2003, Oftel received considerably fewer complaints per thousand customers about Virgin Mobile than any of the other mobile networks. In fact, the number of complaints received about Virgin Mobile was too small to register meaningfully on the scale, but it was at least 400% lower than those received by nearest rivals Orange and Vodafone:
NETWORK COMPLAINTS PER 1,000 CUSTOMERS
Virgin Mobile 0.02
Orange 0.1
Vodafone 0.1
T-Mobile 0.2
O2 0.2
The impressively low number of complaints is a direct result of the company’s emphasis on customer service, which has also been recognised in a series of recent awards. In the past year, these include Edexcel Best Call Centre Induction Training Award 2002, Best Customer Service at the Mobile Choice Awards 2002 and a commendation for Outstanding Customer Service at the Mobile News Awards 2003.
Steven Day, corporate affairs director, Virgin Mobile, said: “We are thrilled that the Oftel report benchmarks Virgin Mobile’s customer service standard so favourably against our competition. The hard work of our teams ensures that Virgin Mobile has the best customer service in the industry and is one of the main reasons that we are the fastest growing mobile network in the UK.”
