Vodafone is investing in a customer service ‘step change’ after generating the most complaints for a consecutive quarter, according to Ofcom’s latest customer service report.
The report covered pay-monthly customer complaints made in Q1 2015, with EE and Talk Mobile receiving the highest number after Vodafone.
Virgin Mobile, O2, Three and Tesco Mobile all generated the fewest number, with Tesco securing the lowest volume for the fourth consecutive quarter. The results show the MVNO is performing well in the pay-monthly market after being included in the report for the first time in May.
Vodafone’s results echo the regulator’s previous report, in which the network received the most complaints for Q4 2014. Customer grievances centred on billing, pricing, charges, concerns around faults and complaints handling.
Ofcom will put the network under greater scrutiny after launching two investigations into the company. Focus will be on the network’s compliance with Ofcom rules to handling complaints, billing, metering and marketing practises.
The network expressed disappointment with the findings, explaining it is taking ‘significant action to improve customer experience’. Vodafone said that it is planning to invest £1bn into upgrading its customer service and billing systems, in the hope to ‘deliver a step change in customer experience’.
A Vodafone spokesperson said: ‘We are always disappointed when customers need to raise complaints with us and then when we do not resolve them effectively first time. Our teams wants to provide our customers with a great service every time but we are clearly not there yet.
‘We have taken significant action over the last six months to improve our customers’ experiences: investing another £1bn into our network and services this year. We believe this investment is now starting to deliver a step change in customer experience which we hope our customers are starting to feel.’