In a competitive market, customer loyalty sustains our future

Our research shows that customers want personal service and to see the difference their service provider makes to their lives.

We aim to give a consistent customer experience that is better than customers can find elsewhere.

We regularly research the public’s perception of our brand and the service quality of our stores, online portal and customer care centres.

We track and record customer satisfaction with our products and services as well as the quality of our network. During the year our GSM network was measured as 98.8 per cent effective, based on Telefónica O2 UK's customer experience testing.

In 2007 we continued our drive to turn customer satisfaction into loyalty.
 
O2 customer satisfaction scores remain market leading and we tied the challenge to remain out in front to our Thanks A Million employee reward scheme. As a result eligible O2 employees received an extra £1,000 in their pay packets in March 2008.

In 2007 we received recognition in several awards that endorsed the success of our customer service teams and frontline employees.

• Lloyds TSB ‘Group Network Supplier of the Year’ Award
• Customer Service ‘Mystery Caller’ Award – Mobile News Awards 2007
• Outbound Contact Centre of the Year – National Sales Awards 2007
• Direct Sales Team of the Year – National Sales Awards 2007

Moneysupermarket.com voted O2 the best mobile network in May 2008.

We are continuing to reward our employees’ performance and loyalty with a new employee challenge, Bank It With Broadband. Everyone at O2 has the chance to get involved with the task of building our broadband customer numbers in 2008.