Customer Service Awards
Being attentive to the needs of our customers as the consumer's champion is at the heart of everything we seek to do.
In responding to our customers' needs, we seek to challenge market convention. For example, we eliminated the distinction between peak and off-peak usage and tariffs, we were the first mobile communications provider in the UK to offer a daily declining tariff, we offer many free value-added services, and we were the first mobile communications provider in the UK to offer text messaging between its customers for three pence per message. We offer one of the broadest ranges of phones available to pre-pay customers and user friendly and effective customer service through our call centres. As a result of our emphasis on customer service, we consistently rate highly in customer satisfaction surveys, and we have won the Best Customer Service award from Mobile Choice magazine for each of the past three years. An independent study by JD Power and Associates in May 2004 ranked Virgin Mobile as number one pre-pay mobile telephone service for customer satisfaction in the UK. Virgin Mobile also came top in four out of the six pre-pay categories surveyed (customer service, cost of service, handsets and offerings/promotions) in the JD Power and Associates study, a result not matched by any other operator.
Should a customer have a complaint that they don’t feel we have resolved adequately, they can refer it to Otelo, the telecoms industry Ombudsman service, of which Virgin Mobile is a founder member.
|
|
Security
