Mystery Caller: Picture uploads

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=6: Vodafone

Twice I was told by the automated voice that Vodafone was busy and was sorry for the delay

Manner – 2/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

=6: Virgin Mobile

It was his job to explain what the X10 could do. It was a dismal performance and he only told me it came with an 8.1-megapixel camera with face recognition

Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 10/30

4: O2

Aidan could talk for England but most of what he said was useful information

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 17/30

3: Orange

I got the impression Rob wasn’t entirely sure about pricing, as I could hear him typing, perhaps looking for the information

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total 18/30

2: 3

Carlene made it one of her priorities to give me plenty of handsets to choose from with relevant tariffs

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

1: T-Mobile

It wasn’t just his personality that appealed. His sales technique was terrific. He asked all the essential questions

Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 30/30

Summary

There were three obvious bands to put the six networks in here. Vodafone and Virgin Mobile were the clear losers.

Belal at Vodafone just decided to list everything, repeat it and was generally extremely boring, while Alvin used a very forceful sales approach and let frustration get the better of him.

O2’s Aidan was easily distracted and didn’t fully explain what he was talking about whereas Rob at Vodafone seemed very unsure on pricing.  So 3 and T-Mobile were the clear winners. Carlene at 3 was very easy to deal with but Gareth just came out on top with his faultless performance, instantly coming across as likeable and demonstrating a genuine desire to help me.

Full review in Mobile News issue 462 (April 26, 2010).

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