Our research shows that customers want personal service and to be able to see the difference their service provider makes to their lives.
In an increasingly competitive market, customer loyalty is also essential to our sustainability and profitability.
We aim to give a consistent customer experience that is better than our customers can find elsewhere.
We regularly research the effectiveness of our communication, 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.
In 2006 our goal was to start to transform customer satisfaction into loyalty, turning customers into fans of our brand.
Customer satisfaction scores are the measure of our success.
Our customer satisfaction scores continued to be market leading in some of our major markets:
UK: 1st - Customer Satisfaction Index, The Mobile News survey by Aura; J.D. Power and Associates 2006 UK Mobile Telephone Customer Satisfaction Survey.
In 2006 we received recognition in the prestigious UK 2006 Mobile News Awards, winning Best Large Retailer of the Year and Best Mystery Caller for Customer Service.
Germany: 1st in the Kundenmonitor Deutschland study; named 'mobile operator' of the year; and first in the categories 'global satisfaction' and 'price performance ratio'.
Our overall aim is to give the best customer experience. Our sponsorship of major arenas such as The O2 in London, international rugby, the O2 Ability Awards, and various major musical events aim to add value to the brand.
