2/6/2009 4:54:00 PM
O2 tops customer satisfaction study for mobile broadband
O2 has been ranked highest in a customer satisfaction survey for mobile broadband, carried out by J.D. Power and Associates but operators must work harder to match expectation.
O2 topped the study with a score of 712 out of 1000. The next highest scorers were T-Mobile with 683 and Vodafone with 655. The research was based on 1,715 responses from people across the country.
The research found Orange and 3 to be below the industry average, in terms of customer satisfaction rating for mobile broadband.
The study which, also looked at satisfaction within the fixed line broadband market, found that overall, people are less happy with mobile broadband than fixed. Suggesting providers need to work harder to match customer expectations
Stuart Crawford-Browne senior manager of service industries research at J.D. Power and Associates said: ‘The mobile broadband market is experiencing swift growth as a complementary service to fixed broadband 71 % of mobile broadband customers also have fixed broadband services. However, with the rapid evolution of the mobile broadband segment, ISPs need to keep improving their offerings and service to stay competitive.’
The study quantified mobile broadband satisfaction over five categories which included; performance and reliability, billing, cost of the service, customer service/technical support, and offerings and promotions.
O2 also topped the customer satisfaction poll for fixed line broadband.