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Poor Customer Service Threatens Mobile Broadband

Posted: 17th Feb, 2009 By: MarkJ
New research from YouGov for consultancy firm Convergys UK has revealed that poor customer service from mobile operators and a lack of knowledge could stifle uptake of Mobile Broadband services. The study showed that 47% of UK mobile users didn't understand what Mobile Broadband could offer them.

As for customer service, 80% merely wanted to hear a friendly voice on the other end of their phone and 57% would like quick answers to questions, not to mention a clear idea of the price and costs involved (48%). Just 5% said they would pick a package with the lowest cost and worst service.

Inflexible services could cause problems too, with 30% saying they would change providers if such problems were to be experienced; though the context for this is not entirely clear. Just 17% would pay extra for top quality customer service.
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