Mystery Caller has decided it’s time to switch from his prepay handset and get on the mobile web, but he’s only got a budget of £15 a month. Calls and texts aren’t a priority, but a free handset for email, Facebook and browsing is
6: Orange
I couldn’t even get through to a sales team
Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 1/5
Total – 9/30
5: Virgin Mobile
The pain of holding was eased, but the suggestions didn’t quite grab me
Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 14/30
4: T-Mobile
He knew what he was doing, but wasn’t entirely straight with me
Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 18/30
3: Three
Savio came up with a refurbished handset, which sounded good for my limited means
Manner –4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30
2: Vodafone
Efficient service and an interesting solution to my data needs
Manner – 4/5
Understanding –3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 22/30
1: O2
I was impressed by the detailed breakdown of exactly what my data allowance would get me
Manner – 4/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 4/5
Total – 24/30
Summary
Most of the CSAs managed to come up with an appropriate way to get online cheaply, but it was only Vodafone and O2 that really instilled the confidence I was getting what I needed.
O2 won for detailed knowledge, but both were better than the pack. Three’s offer of a refurbished phone was great, but didn’t make up for slow service and some over-selling, while both Virgin and T-Mobile left me on hold for too long.
But it was Orange who really messed up. Overly aggressive security checks, merely so I could get details about what was on offer, and the fact it lacked the staff to give me a deal when it had a second chance, really hurt its Mystery Caller record.
Full review in Mobile News issue 492 (July 4, 2011).
