O2 ranks highest in customer satisfaction for both UK mobile and fixed broadband customers according to the J.D. Power and Associates UK Mobile and Fixed Broadband Studies, released today.
The J.D. Power and Associates study measures performance and reliability; billing; cost of the service; customer service/technical support; and offerings and promotions. O2 ranked highest in the study scoring 712 points out of a possible 1000 for mobile broadband and 767 points for fixed broadband.
“This is a fantastic recognition of the focus we’ve had on the customer experience,” said Peter Rampling, O2’s Marketing Director. “For both our mobile and home broadband services, we took our time coming to market to place the necessary emphasis on getting the customer experience right. This report demonstrates that we were right to take this approach.”
O2 research in October 2008 found that one in ten people using mobile broadband in the UK felt they had been mis-sold the service by their provider. On the back of this, O2 re-launched its mobile broadband offering, reducing prices, creating a new coverage checker and introducing a new 50-day Happiness Guarantee. In December, O2 launched one of the UK’s best value Pay & Go Mobile Broadband offerings and has quickly made strong in-roads into this sector of the market.
O2’s Home Broadband service has been consistently praised for offering high customer satisfaction, great value and fast download speeds, and was the second fastest growing ISP in terms of new customers between July and September 2008. In December 2008, it introduced even more value into its packages offering download speeds of up to 20 meg and an unlimited usage allowance for under £10 per month for O2 mobile customers.
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