Orange has changed its approach to customer service in the last year, and it's reaping the rewards, in no small part to you. Staff rewards and performance are now entirely based on customer feedback that can be provided via text, email or interactive voice technology. Should an issue arise for an Orange customer, they can take heart in the fact that over the last year, a first call resolution has increased by 13%, while in store, according to you, staff are better equipped to answer your queries. Orange has even introduced its own app for iPhone and Android handsets called 'Your Orange' which allows customers to manage their account while on the move, while opting for e-billing will cut down on the amount of post you will receive from Orange. Ultimately awarding Orange with this award was your decision, but we have to admit we kind of agree with you.
O2's new Web Chat function enables its customers to receive help and advice online in real time in an instant messaging like facility. Of course customers can resort to the more traditional means of calling, 40,000 of which will be contacted via text to ask how they deemed their experience to be. If any customer is found to be unhappy, they will receive a call in a bid to resolve the issue. The results are better staff and happier customers.
In T-Mobile's drive to deliver a consistently high-quality customer experience, huge emphasis has been placed in individual agent training. The idea being their customers won't be bounced from department to another. The operator pays careful attention to all customer feedback across all its areas of expertise in a bid to continue improving.
Tesco has one of the most loyal customer bases around, with industry leading retention levels. Its staff enjoy strong support from their leadership teams, which in turn leads to a great customer service for Tesco Mobile's customers be it on the phone or at one of Tesco's 155 Phone Shops around the country.
Virgin Media has expanded its handset range for both prepay and contract handsets with a host of high-end phones being added, all of which can be tried before you buy at one of their 75 stores. Virgin Media has also tweaked its customer support website, with the new 'Got a question?' feature enabling customers to have their problems solved without having to pick up the phone, while the interactive 'Mobile Guides' will help customers choose the right handset for them.