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UK Consumers Show Confidence in Mobile and Broadband Providers

Posted: 07th Jul, 2010 By: MarkJ
uk statisticsA new customer fairness survey of 2,193 British adults aged 18+ by Brandspeak has unearthed an increase in consumer confidence with UK mobile operators and broadband ISPs. Some 80% felt that O2 was committed to the fair treatment of its customers, while Microsoft and Orange scored 77% and 73% respectively. Just 63% of Three (3) UK's customers felt that the operator was acting in their best interests.

It's interesting to compare these results with that of the country's government and financial institutions. Overall 30% felt that mobile and broadband providers treated their customers "very fairly", while just 5% could say the same about Number 10 (government). Furthermore 36% felt that the UK's financial sector had been "less fair" in their treatment of customers.

The Managing Director of Brandspeak, Jeremy Braune, told Cellular News:

"The telecoms industry is still relatively young compared to our financial and governmental institutions; however, in terms of their products, their pricing and their operational delivery they have shown a willingness and ability to adapt to the needs of the consumer in a way that some other sectors have not. Retailers have actually been promoting fairness on the consumer's terms for years, and this is beginning to pay dividends in consumer response."

Comparing commercial telecoms providers with government institutions hardly makes a good like-for-like comparison, but it still a point of some interest. Vodafone and T-Mobile were also included in the survey although their results were not displayed.
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