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02 comes top in fairness survey
Thursday 8th July 2010, by Daniel King
02 broadband and mobile customers are a happy bunch, according to a new survey.
A recent study carried out by research firm Brandspeak has revealed that 80 per cent of 02 customers believe they are fairly treated by the firm.
Orange also rated highly in the customer fairness stakes, with 73 per cent of their broadband and mobile phone users saying they believe they are fairly treated.
By way of comparison, just 63 per cent of customers on the 3 mobile and broadband network said the same.
The survey, which also questioned customers at Vodafone and T-Mobile, compared the satisfaction levels of broadband and mobile customers and those dealing with financial institutions and government departments.
Broadband providers can be safe in the knowledge that they are fairer than their Cabinet counterparts, as the study revealed just five per cent of respondents believe the government treats them fairly.
Jeremy Braune, managing director of Brandspeak, said the results come despite the telecoms industry being "relatively young".
"In terms of their products, their pricing and their operational delivery they have shown a willingness and ability to adapt to the needs of the consumer in a way that some other sectors have not," he said.
"Retailers have actually been promoting fairness on the consumer's terms for years, and this is beginning to pay dividends in consumer response."
The research also revealed that 44 per cent of the respondents have noticed that broadband mobile providers in the UK have become more committed to their customers.
