By: MarkJ - 19 May, 2009 (1:34 PM) - Score: 2023 - Mobile Broadband
Mobile operator T-Mobile UK has once again won high praise for its Mobile Broadband service via an independent April 2009 YouGov survey of 2,083 respondents. The results ranked the operator first in 6 out of 13 customer satisfaction metrics, which is actually less than the 9 out of 13 they received back in the previous survey (original news).
T-Mobile's Mobile Broadband network coverage (category 1) came out top in the survey. It also won top marks for getting connected (2), ease of use (3), installation (4), billing (5) and was ranked joint first for customer services (6). Not bad, yet they seem to have been overtaken in the fields of value for money, reliability during the day, upload speeds, download speeds and quality.
Frustratingly, especially for independent research, neither T-Mobile nor YouGov UK can freely release the full results of their testing for all operators (costs money). Sadly, without the full data, the above claims are of only minimal use.
Indeed the only real tests to be made public were those published by independent test house P3 Solutions earlier this year for the Q4-2008 period, which can be viewed HERE. Sadly even these refer to "competitors" very generically as ambiguous grey bar charts.
T-Mobile's Mobile Broadband network coverage (category 1) came out top in the survey. It also won top marks for getting connected (2), ease of use (3), installation (4), billing (5) and was ranked joint first for customer services (6). Not bad, yet they seem to have been overtaken in the fields of value for money, reliability during the day, upload speeds, download speeds and quality.
Richard Warmsley, Head of Internet and Entertainment for T-Mobile UK, commented: “As internet access from any location continues to rise up the priority list for our customers, we aim to provide them with total freedom to check emails, surf the internet and share photos.
Coming top in two consecutive rounds of YouGov research shows that customers recognise and value T-Mobile’s range of simple plans, attention to customer care and the reassurance that no matter how often they access the internet, they will never pay more than their monthly flat rate.”
Coming top in two consecutive rounds of YouGov research shows that customers recognise and value T-Mobile’s range of simple plans, attention to customer care and the reassurance that no matter how often they access the internet, they will never pay more than their monthly flat rate.”
Frustratingly, especially for independent research, neither T-Mobile nor YouGov UK can freely release the full results of their testing for all operators (costs money). Sadly, without the full data, the above claims are of only minimal use.
Indeed the only real tests to be made public were those published by independent test house P3 Solutions earlier this year for the Q4-2008 period, which can be viewed HERE. Sadly even these refer to "competitors" very generically as ambiguous grey bar charts.
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Comments: 2
Marek VaygeltPosted: 19 May, 2009 - 3:21 PM
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I'm the head of Telecoms Research at YouGov and responsible for the report referenced above, If ISP Review have contacted YouGov about this before, they've never spoken to me. I always return calls.
The report is available for sale and has value to our clients who pay good money for it which is why we can't release the full results. I am however available for comment. Please call 0207 012 6000 and ask for me.
The report (which is delivered quarterly) is completely independent and available for any company or individual to purchase. We interview more than 2000 Mobile Broadband users in the UK each wave of research and as such this is the biggest, most accurate and most quoted research into this market.
Thanks
Marek (Vaygelt)
MarkJPosted: 19 May, 2009 - 3:40 PM
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We attempted to contact the PR handler and or T-Mobile before but never heard back. I've done that again this time, although given the apparently commercial status of this information it doesn't look like we'll be seeing the data (ISPreview is a free site).
Shame as it would have been interesting to compare operators, as opposed to the usual highly selective sound bites. Thanks for taking the time to reply.
Mark
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