Customer care

Everything we do at O2 revolves around our customers, and we aim to communicate this consistently throughout the organisation.

Customers want compelling products and services, useful and entertaining content and simple and clear pricing. 

During the year, the number of our customers grew to 28 million across the O2 Group.

Our customer services centres and retail stores are the frontline of our business and the knowledge and skills of our employees make our business a success.

During the year we opened a fourth UK customer services centre in Glasgow and began to recruit 1,500 additional customer service centre employees, and 500 new employees for our retail stores. O2 UK customers are in direct contact with O2 employees when they need help in an O2 retail store, online or by phone.

O2 operates four customer services centres in the UK, three in Germany and one in Ireland. We operate some 350 retail stores in the UK, 530 in Germany (including our franchised outlets), 63 in Ireland and one on the Isle of Man.

As well as individual consumers, our corporate customers and small-to-medium-sized enterprises (SMEs) are also very important to us. In the UK we have introduced dedicated account managers for our corporate customers.

Our data services are increasingly helping to keep workforces mobile, including in the public sector.

Barnet Council’s Children and Families Service wants its social workers to spend more face-to-face time with children and families. The council has equipped them with O2 Xda, handheld PCs and Intellisync software, providing instant mobile email, diary access and information sharing. Now they don’t need to return to the office for paper-based records.

We provide training and employment conditions that involve our employees in our customer strategy, and we also involve them in the aspects of society that our customers most care about.

These include:

• Safeguarding vulnerable users and customers.
• Ensuring customer satisfaction and loyalty.
• Balancing customers’ privacy with public protection.
• Ensuring we operate ethically and fairly.