Mystery Caller: Wearable technology

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Mystery Caller had been hearing a lot about wearable technology in the run up to Mobile World Congress. But are the operators up to speed when it comes to smartwatches and fitness trackers?

6: O2

It’s a shame Maria didn’t know O2 is the only operator to feature the Jawbone UP on its website

Manner – 3/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 2/5
Total – 11/30

5: Virgin

Lee had a good manner but was constrained by the fact Virgin does not offer any wearable products

Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

4: Orange

“We only sell the phones,” said Nicky. “Even the stores do not do fitness trackers.”

Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 2/5
Total – 14/30

3: Three

“I do not think we will stock them in future,” said Karen. “If we were going to stock them, we already would have”

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 2/5
Total – 17/30

=1: T-Mobile

It was obvious the CSA didn’t really know if T-Mobile offered any smartwatches in store or online

Manner – 4/5
Understanding – 4/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

=1: Vodafone

If Vodafone had been able to sell me a wearable product on the phone, Garry would have been brilliant at doing so

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 19/30

Summary

This was one of the worst series of calls this Mystery Caller has experienced. Across the board, CSAs had very little to offer in the way of product portfolio and knowledge.

Despite wearable tech being hailed as the next big thing, none of the operators appears to have noticed. T-Mobile and Vodafone did well with their limited knowledge to make the best out of a bad situation.

Karen at Three should have known that Three offer smartwatches by Sony and Samsung but at least she tried to be helpful.

Less effort was put in by Virgin, O2 and Orange.

Full article in Mobile News issue 559 (March 10, 2014).

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1 COMMENT

  1. You’ve done it again. Stop trying to trick the poor retailers and networks into a conversation about tech that is usually a gimmick or flash in the pan. Last time it was NFC bluetooth headsets, which is one of the most bizarre, futile and pointless uses of the tech known to the industry. It’s not appealing, it has nil desirability, thus, interest from the community is reflected in your results. I’ve got a jawbone up…. its in a drawer at home. The novelty passed. My interest waned.

    In my opinion, It’s not the networks job to educate customers on this sort of tech. It’s the end user to do the research from the companies or reviewers, there’s enough out there for goodness sake.

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