Vodafone: customers complain less frequently




Vodafone has received in its last financial year against the 26,000 complaints, where there were still 45,000 a year earlier. Even fewer people called the customer service, while maintaining contact with the customer through increased social media.

Vodafone has announced the figures in a report on its last financial year, which ran from April 2013 to March of this year. According to Vodafone spokesman Joost Galema, the decrease in the number of complaints largely because fewer people complained about bill shock, an extremely high phone bill. Mainly use foreign customers worried providers hefty bills.

“Today we have a cap on the costs that anyone can make and we put data preventive someone not using it,” said Galema. The European Union requires providers to submit cost through internet consumption in other EU countries on tires but Vodafone claimed that also in the Netherlands. About three months no internet use and no data has, for example, cut off from the Internet.

The provider registers a question as a complaint if he is arrested. Complaints by the team “Then the example on how someone’s word stood or if something has gone wrong with the order process,” said Galema. Most of the “customer contacts” that Vodafone had with customers took place via the website; at 6.2 percent that was by telephone, where last year was 9 percent. Nearly one percent – 0.8 – the “customer contacts” went through social media, which last year was 0.3 percent.

The annual report also shows that Vodafone in its financial year had five major faults that more than 50,000 customers exceeded, where there were a year earlier seven. Five thousand phone calls were suddenly broken; that is, according to the telecom provider an improvement of 30 percent.

Vodafone was already known to customers in its last financial year, 12.1 petabytes of data verstookten, where it was a year earlier 7 petabytes. At the same time lost the provider in the same year customers. The turnover of 1.9 billion down to 1.7 billion euros.


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