Virgin tops consumer poll

[Backman]

Virgin Mobile ranked the most satisfactory service provider for both prepay and contract customers in a survey of over 2,700 UK mobile phone users, reclaiming the top spot from last year's winner O2.

The Mobile Telephone Customer Satisfaction Study by market research firm JD Power and Associates found that among pre-pay providers, Virgin moves from third place in 2006 to first place in 2007 with an overall index score of 724 points out of a possible 1,000.

The study, now in its 10th year, measures the customer satisfaction of prepay and contract customers with Virgin, O2, Tesco, Vodafone, Orange and T-Mobile. Virgin rated highly for image, cost, offerings and promotions, customer service, billing and handset.

O2 took second place with 699 points in the prepay segment, while Tesco Mobile, which is included in the study for the first time, was third with 696 points.

Caspar Tearle, director of service industry research at J.D. Power and Associates, said: 'Tesco and Virgin are established brands in other areas, which may have helped them gain ground. The only area in prepay where Virgin didn't stand out was call quality. Their price is good and price has a fairly high impact on customer satisfaction.'

MORE (http://www.mobiletoday.co.uk/content/16180.asp?men=2&sub=6)

[Malkav]

i have said it before and i will say it again Virgin CS and Orange CS rule!

[scoobystu2]

i have said it before and i will say it again Virgin CS and Orange CS rule!
Really, I think you should read this article again as ORANGE CAME BOTTOM.

"Orange rated lowest, with 651 points, in the contract segment.

An Orange spokesman said: 'Clearly, we are disappointed by the findings of the JD Power survey. However, we do not believe the result accurately reflects the value, quality and service delivered by Orange over the past 12 months. Nor does it accurately reflect the feedback that Orange is getting from its 15 million-strong customer base. Orange is renowned for quality and value across all of the areas surveyed by JD Power.'
"

Obviously this Orange spokesman does not watch the telly in particular Watchdog.

Ref,
http://www.mobiletoday.co.uk/content/16180.asp?men=2&sub=6

http://digitalevangelist.blogspot.com/search/label/BBC%20Watchdog

:eek:

[bjh_101]

The watchdog stuff is about broadband. We are talking about mobile phones, and I'm affraid, nobody asked me in the survey and I think Orange have good CS.

[scoobystu2]

Yes true Mr bjh-101. My point is the JD Power survey showed ORANGE MOBILE bottom as well. Seems to me to confirm what happens to Orange broadband customers also is the same as thier mobile customers and so I stand by my posting.

[Planner]

interesting that Virgin came top, while T-mobile were quite a way further down..... which would suggest to me, that the performance of your network isnt really important to those who took part in the survey....

[bjh_101]

That's true.
I know someone on Virgin who gets lots of network trouble with missing texts etc. Presumably a byproduct of t-mobile introducing flext and web n walk on an already sub-standard network!

[scoobystu2]

interesting that Virgin came top, while T-mobile were quite a way further down..... which would suggest to me, that the performance of your network isnt really important to those who took part in the survey....
Good point Mr Planner

[scoobystu2]

That's true.
I know someone on Virgin who gets lots of network trouble with missing texts etc. Presumably a byproduct of t-mobile introducing flext and web n walk on an already sub-standard network!
But this contradicts the survey. As Mr Planner points out how can it be a network issue when Virgin scored above t mobile, not the other way around as you appear to have suggested in your post.

[bjh_101]

But this contradicts the survey. As Mr Planner points out how can it be a network issue when Virgin scored above t mobile, not the other way around as you appear to have suggested in your post.

No, I think the point was that it must be customer service that is more important in the survey than the performance of the network. As virgin and t-mobile are the same network, only the CS and prices can be different.

[scoobystu2]

I suggest you re-read your post as you are stating Virgin is WORSE than t mobile yet this survey confirms the opposite.;)
YOU are the one suggesting "network issues" not me. :laugh:
f--a--c--t

Maybe this will help :


"I know someone on Virgin who gets lots of network trouble with missing texts etc. Presumably a byproduct of t-mobile introducing flext and web n walk on an already sub-standard network!"

[Planner]

Why argue, network statistics show, that from a pure engineering point of view (blocks,drops, availability) that T-mobile (and therefore virgin) are the worst of the main operators

[scoobystu2]

I only pointing out that I never mentioned to network at all:D