New data from the Telecommunications Industry Ombudsman reveals the identity of the most complained-about mobile phone company. Cross your fingers, click on the headline and hope you aren't a customer!
You are not alone if you think your phone service is below par.
The Telecommunications Industry Ombudsman has revealed it had the busiest quarter on record, receiving more complaints from disgruntled customers than ever before.
There were nearly 60,000 complaints, up 31.5 per cent on the previous quarter.
Leading the wave of increasing grievances were mobile-related complains (60 per cent of the total). No prizes for guessing which companies copped the most flak.
Vodafone customers made 14,670 new complaints, a 96 per cent increase, no doubt fueled by the data breaches, network failures and customer service breakdowns that sparked the Vodafail website and anti-Vodafone Lady Gaga parody song.
But if you think you’d be safer in the hands of other large telcos, the grass is not necessarily much greener there.
There were 22,506 complaints against Telstra and 6,966 against Optus. While Telstra’s complaints went down nine per cent from the previous quarter, it accounted for more than a third of the total. Optus grumbles went up eight per cent.
We bet that’s a whole lot of disgruntled customers the telcos would rather not have.
Landline and internet problems accounted for 22 and 17 per cent of all complaints respectively.
The worst problems related to customer service, faults, complaint handling and billing.
It makes us wonder whether honest old-fashioned focus on the customer as a driver for all product and service delivery could not have prevented most of these complaints.
What do you think? Do you believe in the ‘customer is king’ ethos?
- Technology, social media and the private life of employees
By Geoff Baldwin
- Managing troubled personal relationships in the workplace
By Adam Zuchetti
- Award-winning strategies for customer service
By Adam Zuchetti