Being back with O2 on my own phone after leaving Vodafone, it’s interesting to see what’s the same and what’s different. Professionally it’s reputed that 02 is pulling ahead on Netpromoter scores .
I have no inside knowledge on this but the stories suggest they may even be as high as +30, whereas others are between 0 and +10. Can anyone correct me there?
However as a customer I can see great attempts but no real difference. In the first month:
- Apple Store set it up well
- Internet tethering to use my iPhone as a dongle, paid for but not working – in fact the option has “impossibly” disappeared from my iphone
- Complete voice outage last Monday, caused missed work
- Signal outage again this weekend
- First ebill reminder came through – but my user name and password didn’t work, although I knew what they were. The fallback process failed as it had the wrong answer to my reminder question.
- So I had to call. Well done, I got through very quickly on a Sunday afternoon. The agent reset very quickly and told me how to reset back to my desired names. Obviously does this a lot….
- Tried to reset to what I can remember easily, but the choice was restricted. Tried again and it wants me to use my email address – too weak for me and it wouldn’t let me choose the name/password I associate with all my Apple stuff. I gave up so I’ll ring next time.
- Next time will be soon as my first bill is twice what I was expecting.
During all this, for professional interest I tried the website for everything. I couldn’t use the iphone as there was no signal…. Nothing to help in the c2c forum (presented oldest first – why?) and search was very sales orientated. The “announcements” just take you back to the support page with no announcements.
Come on O2, I reckon you can live your brand better. Share whatever your known pain points are with us customers. An open and honest set of announcements about known network problems. Maybe even a proactive text when it’s been fixed. Take part in the c2c forum, keep it up to date. Help make the topics relevant to the top reasons for contact. See, we’d be better connected to each other then.
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