Virgin Mobile tops JD Power Survey, while big names slip below average
In the tenth JD Power Survey, Virgin Mobile was named as the best mobile operator for customer satisfaction in both the contract and pre-pay polls.
Performance is measured in six categories: image, offerings/promotions, call quality/coverage, cost, handset, and customer service.
In the pre-pay poll, Virgin jumped from last year’s third place to pole position, with a score of 730. O2 came second with 699, followed by Tesco Mobile at 696.
For contracts, Virgin scored 730, well ahead of O2’s 683 points, followed by Orange with 651 points.
The survey also showed that almost half of those consumers questioned had received some form of reward or incentive to persuade them not to switch providers.
It also measured call rates, and found that they had dropped for both pre-pay and contract customers. The average number of weekly calls made by pre-pay customers dropped from 14 last year to just 10, with contract customers dropping from 35 to 27.
(Via Marketing Week)
