Vodafone delivering service more customers want

Commitment to best-in-class service: TIO complaints ratio down 78% in 18 months

Vodafone has seen a massive 78 per cent drop in its ratio of complaints to the Telecommunications Industry Ombudsman (TIO) in just 18 months to record the lowest ratio of the major telcos in the September 2015 quarter.

Vodafone Director of Customer Service Errol Van Graan said the ratio of 4.1 complaints per 10,000 services in operation for July to September 2015 was a significant achievement.

“Our customers are at the heart of everything we do at Vodafone so this is a very pleasing result because it means we are delivering more of what our customers want,” said Mr Van Graan.

“We are listening to our customers and making improvements across the board – in network, customer service and products – to be the mobile company they expect and deserve.

“Our focus has been on making it as easy as possible for customers to interact with us, and ensuring we take responsibility for issues and follow through to resolution.”

Mr Van Graan said there has been a rapid take-up of the company’s online self-service channels including web chat, MyVodafone app and support portal, which address many of the reasons customers call for assistance.

“Our customers have told us they appreciate the convenience and immediacy self service allows, from checking data usage, activating roaming, or topping-up a prepaid account directly on their smartphones,” he said.

“Delivering an excellent experience for our customers is our absolute priority, we will keep working hard to provide a world-class service which meets their requirements and expectations.”

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Note to editors:
The graph tracks Vodafone contextualised complaints to the Telecommunications Ombudsman between Q3 2013 and Q3 2015.

Graph track vodafone