Mystery Shopper: Swindon

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Mystery shopper is looking for a fixed-line broadband package with the fastest upload and download speeds, plus the most MB possible. What will they be offered?

5: Vodafone

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5 
Total – 17/30

4: Virgin Media

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 2/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 19/30

3: Carphone Warehouse

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 22/30

2: Orange

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 5/5
Questioning ability – 2/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 26/30

1: O2

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 29/30

Summary

Adam at O2 explained things very well. The package was attractive, especially the speeds and the added bonus of international minutes.

Orange was equally good, but I found Kiran was a bit too busy with other customers and was in a rush to serve me. However, he explained the home broadband very well.

Virgin was a bit expensive. I understood the concept of fibre optics, but I was not shown how fast it really was. Carphone Warehouse was cheaper, but Bobbie Dee wasn’t comfortable with her recommendation because she told me the customer service was poor.

Vodafone doesn’t offer home broadband, which was disappointing.

Full review in Mobile News issue 502 (November 21, 2011).

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