Our customer base in all regions continues to grow annually and we now serve around 25 million customers – in businesses, the emergency services, homes, cities, towns and villages.
Mobile services have changed the way we communicate. They keep people in touch with each other like never before. But that places a big responsibility on us as a mobile operator - to provide customers with a service they can genuinely trust.
We concentrate on our responsibility to our customers through a culture we call ‘customer centricity’. This means that we put our customers first and we try to understand their needs and opinions and to respond to them.
Comprehensive online support and the contact details for our customer service teams are available on the websites of our local operating businesses.
When you call, have your O2 mobile number ready, enter it when prompted and we will connect you to the most appropriate person to answer your query.
Please select a country:
O2 UK - Customer service centre for UK based customers only - 0870 5214 000.
Links to contact information, belonging to our other operating businesses, are available below:
Through a process of ‘segmentation’, we have identified various types of O2 customer – from people who use their mobiles for fun, music and interactivity, to people who want simple voice and SMS (short message service) facilities, or businesses who need networked services and email to enable their people to make decisions on the move.
We constantly invest to improve our network and to offer a wide range of developing and state-of-the-art voice and data services.
At the same time we have enlarged our customer service teams, offering long-term employment and expert training and development for our people. Group-wide we aim to inform and research the quality of our people’s customer knowledge and understanding. We follow a policy of transparent pricing and offer a range of packages to suit all types of mobile customer, wherever they are, whatever they do.
In the UK there is verification that our customer focus is reaping major rewards. In July 2005 we were independently ranked first among all UK operators for customer satisfaction. This accolade is measured against all our activities, including network quality, customer service, billing, mobile services and value for money.
We believe our Customer Path – a strategy that puts the customer at the heart of everything we do – is proving itself. We were also voted Operator of the Year for the Best Prepay Service by mobile retailers at their annual awards dinner in 2005.
Our efforts were recognised in the UK in 2003 too, when we were named Best Network Operator by the regulator Oftel, now called the Office of Communications (Ofcom). In Germany, a survey on ‘satisfaction with, and loyalty to, private mobile network providers’ conducted by a Hamburg-based market research company revealed that 84.2% of O2 customers are satisfied or very satisfied.
To help us reach high standards of customer care, we conduct focus groups, test market our products, research our customers’ needs and listen to what this tells us.
Our targets for customer service and satisfaction are ambitious and we monitor performance regularly. Customer satisfaction is one of the measures used to assess the remuneration of our Executive Directors and we employ a dedicated customer services director as well.
