Mystery Shopper: Luton

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Mystery Shopper is looking to make international calls on his mobile – to his brother in America and his girlfriend in Uzbekistan. What is available in Luton?

5: Vodafone

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 14/30

4: Three

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 19/30

3: O2

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 20/30

2: Vectone (Independent)

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 2/5
Total – 21/30

1: Carphone Warehouse

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 23/30

Summary

The US was well catered for in terms of calling options on this trip, but the Uzbekistan question divided contestants.

Carphone’s Talk Mobile offered the best mix of free minutes and per-minute costs to both countries in question. The customer service was very straightforward and I was provided with information that immediately fulfilled my requirements.

Other stores offered acceptable levels of customer service but their commercial provision just couldn’t match up. And Vectone did well as a specialist, as it should, and only fell down really in the results on its store layout rating.

Full review in Mobile News issue 476 (November 8, 2010).

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1 COMMENT

  1. '…and operator revenues will still be flat' – an uncomfortable truth which rather undermines the huge investment required to get to LTE and true 4G, especially considering much of the revenue will be substitutional from existing 3G services.

    I enjoyed the article. What it didn't touch on was the likely progress toward wholesale service enablement – though both financial and regulatory pressure – to enable xVNO consumer models, and the need to better serve the corporate market in order to prop up weakening consumer revenue growth.

    Operators will not only need to spend a lot upgrading their network infrastructure, but also re-build their BSS applications estate so that it is better able to support consumer, wholesale and corporate customer propositions. Most of the BSS vendors are behind the curve in this respect, but it's worth looking at the work Convergys is doing in this space – particularly in wholesale enablement.

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