Friday, 5 June 2009

Virgin Mobile best post-paid provider according to survey – UK

A survey conducted by J.D. Power and Associates into the British mobile market has revealed that MVNO Virgin Mobile is the top post-pay provider in the United Kingdom.

According to the ‘2009 UK Mobile Phone Customer Satisfaction Study’ Virgin Mobile scored 718 points out of a maximum of 1,000 for the post-pay section of the survey, the third year in-a-row that it has topped the study.

Stuart Crawford-Browne, J.D. Power and Associates Senior Manager of Service Industries, said: “Providers that take care of their customers with ease of use, good value and loyalty incentives are more likely to prevail in this difficult economic environment. As the mobile phone market matures and experiences increasing convergence with other communications technology, customer expectations of their mobile phone provider are growing, and these customers expect more services and features from their providers.”

The study – now in its twelfth year – takes into account call quality, coverage, offers and promotions, billing (topping-up for the pay as you go section of the study), customer service and handset type are all taken into account to determine the total score for each company.

MVNOs also performed well in the pre-pay sector of the study with Tesco Mobile coming second overall scoring 710 points and Virgin Mobile slotting in to third with 691 points.