Re: Customer satisfaction measurements?
@ Dan White "I was with Orange throughout the 90's and most of the 00's, as they had a great reputation for good customer service. Then in the space of a couple of years they seemed to stop giving a crap, and that was when I jumped ship. Been with O2 for nearly ten years now,"
Same here with Orange - with them from 1997 and the CS was excellent until things took a tangible dive when FT moved in. I put up with it until early 2007 when I'd had enough of their repeated shitty CS efforts* and moved to Vodafone (one month off 10 years).
I've been with Voda for 10 years now and found them to be generally ok - not always but the network is pretty good (YMMV) and they always give me a good deal with its SIM only plan renewal time.
That said TOH had a miserable time with O2 - their response to an iPhone charging issue was to offer a replacement for £100 while still under contract. The simple to resolve problem was sorted for free at an Apple store in 15 minutes. TOH left O2 shortly after.
This is the problem with four networks each having many millions of customers - you'll usually be able to find someone who's had a great experience and a miserable experience and the latter usually shout louder than the former. These fine discussion boards attract many comments about Voda being crap but my experience with them is generally good. There has been one stinker in 10 years which got me a fat goodwill payment, but I've usually found the CS to be pretty good (one techie called me back as promised around Christmas when I had problems enabling Wifi calling). On the other hand I know people who love EE but I'd never touch them again especially under the dead hand of BT.
*The most bizarre Orange CS experience had to be the time when the CS agent picked up and told me, "I've been a very naughty boy". In response to my somewhat baffled reply he repeated it and hung up.