6/4/2009 11:06:00 AM
Virgin is top for service on contracts in JD Power 2009 survey
Virgin has ranked the best provider of mobile contracts for customer service in the coveted consumer satisfaction study from JD Power.
It is the third year that Virgin has beaten other operators to the top in the survey, with JD Power citing Virgin’s incentives and rewards as a critical factor in its success.
Virgin scored top with 718 out of 1000, and the next highest were O2 and Orange with 698. Virgin has historically had a strong record for customer service although cynics will argue it is easier to manage customer service on Virgin’s smaller base of contract customers.
Meanwhile, O2’s prepay, O2 scored the highest in the prepay segment with 734, followed by Tesco Mobile with 710 and Virgin with 691.
The survey is based on responses from 3325 customers is in its 12th year. It measures customer satisfaction across six factors: call quality/coverage; offerings and promotions; cost of service; billing or topping up; customer service; and handset.
J.D. Power and Associates senior manager of service, Stuart Crawford-Browne, said: ‘Providers that take care of their customers with ease of use, good value and loyalty incentives are more likely to prevail in this difficult economic environment.’