Mobile providers lead the way in billing satisfaction

Mobile providers lead the way in billing satisfaction

Mobile providers have achieved the highest rates of customer billing satisfaction out of every service industry, with an average rating of 7.57 out of 10.

 

The research by Echo Managed Services based on a sample of 1,000 UK adults showed mobile billing was followed in approval by credit card companies (7.43/10), broadband providers (7.27/10) and fixed line (7.25/10). Meanwhile local authorities and energy companies came bottom of the table with 6.88/10 and 7.08/10 respectively.

 

Explaining the differences in customer satisfaction, the report stated, ‘It?s worthy of note that those sectors where there is perhaps the most intense competition for customers (mobile phones, credit cards and broadband) are the ones getting it right most often, with typically 30% of customers scoring billing as 8 out of 10 or above.’

 

The report also found that 14% of consumers would definitely switch supplier as a result of billing issues, while a further 45% would consider switching for the same reason.

 

The high approval ratings come despite well publicised (and heavily fined) billing issues suffered by Vodafone customers last year.

 

Despite the mobile industry’s success, in the wider billing space there’s evidence of consumers struggling to understand some billing terms, with the most commonly misunderstood jargon including ‘tariff information label’ (78%), ‘chargeable value’ (72%), and ‘tariff comparison rate’ (72%).

 

Previous research by Echo also uncovered that 36% of late or non-payments of bills were a result of billing issues such as inaccurate bills, bill shock or customer misunderstanding.

 

Nigel Baker, managing director at Echo Managed Services, said, 'Our research found that those companies willing to understand and empathise with customers by simplifying bills, providing greater transparency, ensuring the lines of communication with customers remain open, and adding value, will be able to bolster loyalty and improve the company-customer relationship.’

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