Vodafone CEO Jeroen Hoencamp has responded to Ofcom’s Q4 customer service results which show the network generated the highest number of complaints in the final quarter of 2014.
In a recent blog post, Hoencamp said: ‘We’re disappointed that more customers needed to raise complaints with us in the second half of last year. We always want to provide our 20 million customers with a great service and we are clearly not there yet. This Ofcom report serves to remind us that we need to do more to deliver our goal of providing the best customer experience in our industry.’
Ofcom’s latest customer complaint report revealed Tesco Mobile was the company with the fewest complaints within the pay-monthly mobile market. The MVNO was included for the first time due to the regulator lowering the threshold to include operators with a customer market share of 1.5%,
The lowered threshold also meant EE was included for the first time within landline telephone services, generating the most complaints in the final quarter. The network responded by saying: ‘We have a comprehensive programme in place to improve service and reduce complaints – and this is borne out of the Ofcom data from last year.
‘Over the past twelve months we’ve opened two new call centres returning over 1,000 jobs to the UK and introduced new customer reward schemes. We know there is more work to do. Through our ongoing, significant investment we want to continue improving, allowing us to deliver the best customer service in the industry.’
The report states that problems with EE’s landline service related to changing providers, fault, service and provisions problems, as well as customers’ bills.