Customer satisfaction
We put our customers at the heart of everything we do.
We want to inspire our customers to use O2 long-term by providing exceptional experiences which help us attract new customers and keep existing ones.
During 2005/06, our customer base grew by 27 per cent, allowing us to break through the 10 million mark. Between October and December 2005 alone, we acquired 823,000 new customers. This is the highest quarterly increase since we began our operations as a mobile operator in 1998.
Some of our key successes include:
- For users of the O2 Genion tariff, we have introduced a new flat rate which makes calling within the Homezone even cheaper. More than 3.7 million customers had already signed up to O2 Genion by 31 March 2006.
- In May 2005 we launched a new O2 Genion tariff, which considerably simplifies the pricing structure and offers the new options ‘mobile’ and ‘inside’, depending on the customer’s call behaviour.
- Customers also see O2 as one of the leaders in terms of its mobile network. In 'Connect' magazine's readers' choice awards, O2 Germany won six awards, including first place in the category 'fixed network replacement products' for O2 Genion and O2 Surf@home. We also came third in the categories 'mobile network operator', 'prepaid card', 'mobile portals' and 'mobile business service'.
- In addition, since 1 March 2006, our customers have been able to put their contracts on hold for a limited period of time, a useful option, for example, for those who want to go abroad temporarily.
